Forrester's Customer Insights

APRIL 30, 2018

In our first Marketing Automation Technology Forecast, 2017 To 2023, we expect global spending on […]. Marketers today are managing more channels, more content, and more data, while delivering vast quantities of personalized content quickly around the globe. As digital marketing complexity increases, more marketers are embracing automation tools to improve efficiency and speed to market.

Marketing 32

Marketing Tools Technology Data 32

Forrester's Customer Insights

JULY 11, 2019

Increasing internet penetration, better data infrastructure, and increasing adoption of 4G and now 5G are driving video consumption in Asia Pacific. The Asia Pacific region is a mix of heterogeneous markets such as Australia, Japan, South Korea, China, and India.

Advertising 46

Advertising Video Data B2C 46

Forrester's Customer Insights

NOVEMBER 29, 2018

Southeast Asia (including Indonesia, Singapore, Malaysia, Thailand, the Philippines, and Vietnam) is home to 574 million people.

Retail 43

Retail Ecommerce B2C 43

Forrester's Customer Insights

JULY 17, 2018

Estimates of the cost of fraud vary widely, but almost everyone agrees that the cost is huge and appears to be increasing. Looking just at eCommerce, Forrester predicts that US and Western European eCommerce fraud will reach $18.6 billion in 2018. And in its 2017 True Cost of Fraud report, LexisNexis Risk Solutions estimates that fraud […]. fraud management IT spending forecasts security & risk ForecastView fraud

Ecommerce 24

Ecommerce Report Management Marketing 24

Forrester's Customer Insights

FEBRUARY 26, 2019

In our most recent effort, “The US Digital Marketing Forecast, 2018 To 2023,” my forecast analyst colleague, Brandon Verblow, and I found that spend on search marketing, banner and outstream video, instream video, [… Every 18–24 months, I work with our dedicated forecast team to evaluate and size spend on digital marketing in the United States.

Video 36

Video Marketing 36

Forrester's Customer Insights

AUGUST 29, 2019

billion in 2023, up from $75 billion in 2018 — a CAGR of 17.1%. Forrester expects global social advertising spend to reach $165.6 Asia Pacific and the rest of world will grow fastest, capturing the US and Europe’s share of global social advertising spend. Asia Pacific’s share of global spend will increase from 30% in […]. advertising age of the customer Asia Pacific social marketing social media

Social Media 38

Social Media Advertising Marketing Customers 38

Forrester's Customer Insights

MARCH 1, 2019

But practically speaking, 5G won’t be relevant to most consumers and companies until at least 2020, and it will take through 2023 to reach widespread network […]. MWC Barcelona is a wrap. The biggest theme of the event was the breathless anticipation of the benefits of the 5G networks, which are in early deployment this year.

Consumers 33

Consumers Company Customers 33

TechSee

APRIL 28, 2020

Gartner has placed the development of the MX customer journey amongst the top technology trends of 2020, and has predicted that by 2023 , “more than 25% of the mobile apps, progressive web apps and conversational apps at large enterprises will be built and/or run through an MX development platform.”

Customer Journeys 119

Customer Journeys Strategy Multi-Channel Entertainment 119

Gravy Analytics

JUNE 13, 2019

The first class of graduate students is expected to enroll in 2020 and Virginia Tech expects the campus to be fully operational in 2023. Virginia Tech’s new Innovation Campus, in addition to Amazon’s HQ2, is expected to attract new talent to the area and boost funding for local companies. Amazon isn’t the only big player setting up shop in Northern Virginia.

Innovation 40

Innovation Retail Course Industry 40

Talkdesk

JANUARY 2, 2020

By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company.

Report 81

Report Contact Center Customer Experience Competitive Advantage 81

Integrate.ai

JANUARY 9, 2020

In fact, banks that use their data wisely (and safely ) stand to save a combined $447 billion by 2023. As a bank, one of the most valuable assets you have at your disposal is customer data.

Banking 60

Banking Insurance Financial Data 60

TechSee

SEPTEMBER 3, 2019

billion by 2023, up from USD 6.47 As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all.

Contact Center 109

Contact Center B2C ROI Software 109

Avaya

OCTOBER 11, 2016

Some research firms expect the market to top $96 billion as soon as 2023. There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9

Customer Experience 86

Customer Experience User Experience Connections Innovation 86

ShepHyken

SEPTEMBER 2, 2019

A Gartner survey claims that by 2023 more than 40% of customer service will be automated. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

Conference 98

Conference Customer Service Resources Customer Service Training 98

Smarter CX

AUGUST 28, 2019

With the augmented reality and virtual reality industries expected to expand beyond $160 billion by 2023 , there will be many more innovations to come. It might feel like we’re far away from a Matrix-like world, but in reality, we experience augmented reality without even realizing it. If you’ve played Pokemon Go or used the IKEA Place app, you’ve experienced augmented reality. What is augmented reality or AR?

Travel 60

Travel Innovation User Experience Data 60

Lenati

APRIL 16, 2020

According to Business Insider, the aggregate potential cost savings for banks from AI applications is estimated at $447 billion by 2023 , and 75% of respondents at banks with over $100 billion in assets say they’re currently implementing AI strategies.

Financial 52

Financial Consumers Virtual Agent Customer Experience 52

Bizagi

JUNE 14, 2019

billion by 2023: a 400% growth since 2018. Robotic Process Automation (RPA) is making its mark on the financial services industry. Juniper Research has found that RPA revenues in banking will reach $1.2

Conference 83

Conference Culture Technology Employee Experience 83

datastax

JULY 11, 2019

billion by 2023 , expanding 27.3% Cloud technology has come a long way since computer scientist John McCarthy proposed the idea of computation being delivered as a public utility back in the 1960s. . Now, as more and more companies move their workloads and applications to the cloud, a new era of cloud technology is upon us—one that portends to make the previous era of the last 10 years look somewhat antiquated and slow. .

Trends 75

Trends Technology Data eBook 75

Verint

FEBRUARY 2, 2018

Marketing in the Year 2023. MarTech Magnified: Evolve Your Marketing with Changing MarTech. February 2; Tysons Corner, Virginia.

Customer Success 29

Customer Success Marketing Tools Strategy 29

Smarter CX

DECEMBER 5, 2019

billion by 2023, according to Market Research Future , which also notes that “Key factors driving the growth of omnichannel retail commerce platform market are the increasing adoption of e-commerce for convenient online shopping purposes and the rising adoption of smartphones and tablets.” Omnichannel is set to move front and center as part of customer experience (CX) strategy in 2020.

omnichannel 60

omnichannel Trends Ecommerce Retail 60

Astea

JUNE 6, 2019

billion in 2023. Deliver on Future Service by Investing in a Smart FSM Solution Today. The future of service is here. Customers no longer expect effective service – they demand next-level capabilities that provide convenience and business intelligence on the value they are receiving.

Software 95

Software System Technology Connections 95

Avaya

JUNE 26, 2019

Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019.

Contact Center 71

Contact Center Banking Policies Connections 71

Ecrion

APRIL 28, 2020

It’s expected that by 2023, there will be nearly 350 billion emails sent and received every day. If emails are a large part of your business correspondence, you need to be able to send automated emails so your employees don’t have to waste valuable time typing out responses.

Tools 73

Tools Software Customer Experience Measurement 73

Astea

JUNE 24, 2019

billion in 2023. Choosing the right field service management (FSM) solution can be complex and challenging.

Software 90

Software System Technology Meeting 90

Interactions

NOVEMBER 14, 2019

trillion between 2020 and 2023. Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4

omnichannel 81

omnichannel Strategy Social Media Brands 81

datastax

NOVEMBER 13, 2018

billion by 2023, growing at an impressive 17% clip each year. The hybrid cloud market is on fire. According to a recent study from MarketsandMarkets , the global hybrid cloud market—which will reach $44.6 billion this year—is on pace to reach $97.64 There’s a reason hybrid cloud growth adoption is accelerating: the technology delivers a number of benefits , including agility, security, and cost-effectiveness.

Strategy 76

Strategy Fashion Competitive Advantage Data 76

Smarter CX

MAY 28, 2019

As predicted by Forrester and reported by MarTechToday , marketers have already spent more than $11 billion on automation solutions, and are projected to more than double that spending by 2023.

Software 99

Software Tips Marketing Innovation 99

Smarter CX

OCTOBER 8, 2019

The Gartner Magic Quadrant for Digital Commerce report predicts, “By 2023, 80% of organizations using AI for digital commerce will achieve at least 25% improvement in customer satisfaction, revenue or cost reduction.” View a complimentary copy of the full report. If you’re interested in the future of digital commerce, the Gartner 2019 Magic Quadrant for Digital Commerce covers some important trends shaping the market, as well as evaluates 13 vendors including Oracle.

Trends 40

Trends Customer Retention Technology Brands 40

Bizagi

FEBRUARY 17, 2020

billion by 2023, according to Think Automation. Within the next two years, Gartner. predicts that 72% of organizations will be working with Robotic Process Automation (RPA).

ROI 56

ROI eBook Government Customer Journeys 56

Avaya

AUGUST 12, 2019

Specifically, using powerful automation capabilities that provide simple, easy-to-navigate conversational interfaces (Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions compared to 40% in 2019).

Contact Center 60

Contact Center Exercises Interaction Report 60

Ecrion

JANUARY 16, 2020

This number is expected to increase to over 347 emails each day in 2023. In 2018, 281 billion emails were sent and received each day around the world. EDM marketing is one of the best ways to reach potential customers.

Marketing 67

Marketing Social Media Advertising Case Study 67

datastax

MAY 9, 2019

MarketsandMarkets research indicates that the cloud market will more than double in the five-year span from 2018 to 2023, reaching a global market value of nearly $100 billion. Modern apps and hybrid cloud have become buzzwords in the database community.

Government 75

Government Data Resources Examples 75

Avaya

APRIL 19, 2019

Gartner predicts that by 2023, there will be an 80% reduction in missing people in mature markets compared to 2018, due to AI-based face recognition. AI presents a huge opportunity, possibly bigger than digital transformation itself.

Hospitality 78

Hospitality Customer Journeys Technology Interaction 78

Gainsight

JUNE 4, 2019

in 2023. Guess what? You can talk to your users in-product without sacrificing the customer experience. Like a broken record, you’ve probably heard over and over that the business world is changing. Subscriptions have overtaken traditional models.

Communication 71

Communication Guidelines Customer Experience Engagement 71

Smarter CX

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 The global ecommerce market continues to present a massive opportunity for retailers. According to eMarketer , the global ecommerce market is expected to grow by 20.7% trillion gross merchandise value (GMV) worldwide. These staggering statistics, however, bely the tremendous pressure today’s online retail businesses are facing.

Ecommerce 71

Ecommerce Technology Social Media Fashion 71

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. There are times when a customer needs to dial into your contact center to ask a question or request assistance.

Customer Experience 57

Customer Experience Connections Interaction System 57

Ecrion

APRIL 22, 2019

InsurTech and the Claims Process The global insurTech market is expected to grow at an annualized growth rate of 41 percent from 2019 to 2023. Insurance is an old industry. Like all older industries, you have to become more modern to meet the demands of your customers.

Technology 52

Technology Innovation Software Analysis 52

TechSee

MAY 15, 2018

After all, industry experts such as MarketsandMarkets predicted that the industry would be valued at to$137.91B by 2023, growing at a CAGR of 13.61%. All eyes were on the smart home market in 2017.

Analysis 109

Analysis Marketing Wireless Consumers 109

Magellan Solutions

APRIL 6, 2020

million industry by 2023 says Technavio. Data entry outsourcing is the fastest and cheapest way to digitize data. Though data entry is repetitive and time-consuming, it has the utmost importance in organizations.

Data 52

Data Healthcare Industry Insurance 52

UJET

JUNE 19, 2019

According to Gartner’s April 26, 2019 Forecast Analysis: Contact Centers, Worldwide report (available to Gartner subscribers), “in 2023, 40% of contact center interactions will be fully automated by using AI, machine learning and self-service, up from around 25% in 2018.” Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they?

Contact Center 56

Contact Center User Experience Knowledge Base Interaction 56