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 35

Marketing Tools Technology Data 35

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 48

Advertising Video Data B2C 48

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 46

Retail Ecommerce B2C 46

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

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 40

Social Media Advertising Marketing Customers 40

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

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 34

Consumers Company Customers 34

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

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

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 105

Conference Customer Service Resources Customer Service Training 105

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 58

Travel Innovation User Experience Data 58

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

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

Astea

JUNE 24, 2019

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

Software 95

Software System Technology Meeting 95

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 98

Software System Technology Connections 98

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

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 100

Software Tips Marketing Innovation 100

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

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 70

Ecommerce Technology Social Media Fashion 70

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

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 70

Communication Guidelines Customer Experience Engagement 70

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 Software Innovation Analysis 52

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

Centercode

AUGUST 20, 2019

The International Data Corporation (IDC) expects that number to grow around 17% every year until 2023. Between 2018 and 2019, the forecasted number of smart home products shipping to consumers leapt from 643.9 million last year to 840.9 million by the end of this year.

Consumers 26

Consumers Feedback Customer Experience Connections 26

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 59

Contact Center Exercises Interaction Report 59

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

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

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.

Fashion 76

Fashion Competitive Advantage Data Government 76

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

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

Beyond Philosophy

SEPTEMBER 13, 2018

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening.

Wireless 92

Wireless Telecommunications Brands Loyalty 92

Magellan Solutions

MARCH 8, 2019

The data entry outsourcing services market will register a CAGR of almost five percent by 2023, Research and Markets, a Dublin-based market research company predicted.

Data 52

Data Banking Competitive Advantage Exercises 52

Magellan Solutions

MARCH 8, 2019

The data entry outsourcing services market will register a CAGR of almost five percent by 2023, Research and Markets, a Dublin-based market research company predicted.

Data 52

Data Banking Competitive Advantage Exercises 52

datastax

JULY 23, 2019

billion by 2023—quite the uptick from the $44.6 Enterprises want the best of both worlds, which is why they’re increasingly adopting hybrid and multi-cloud strategies to take advantage of what both public and private cloud providers have to offer and build powerful, modern applications. The hybrid cloud market is expected to grow to $97.64 billion the market realized in 2018. . Today, more than 65% of organizations use hybrid cloud environments.

eBook 40

eBook Data ROI Strategy 40

CSM Magazine

DECEMBER 3, 2018

However, only 16% expect to pick up the phone to their supplier in five years’ time and 33% expect to be using online chat bots or live chat functions, up 123% from today’s usage and slightly higher than the 31% expecting to communicate by email by 2023.

Customer Experience 52

Customer Experience Report Insurance Communication 52

TechSee

AUGUST 13, 2019

billion in 2023 , up from $1.3 Augmented Reality is on the verge of changing how we live, work and play. And it’s also changing the way we drive, with AR automotive technologies now hitting the fast lane.

Automotive 26

Automotive Guidelines Insurance System 26

Eptica

MAY 11, 2017

In fact, 44% of all service needs in 2023 will still require humans, and increasingly these agents will be augmented by technology such as AI, co-browsing and access to centralized knowledge. Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience.

Roadmap 76

Roadmap Chief Customer Officer Government Technology 76

Fox Metrics

DECEMBER 28, 2018

billion between 2018 and 2023 as against the $640 million in 2017. Improving customer experience and ultimately getting customers satisfied has been the game changer in today’s business world.

Data 52

Data Marketing Customer Engagement Engagement 52

North Highland

DECEMBER 18, 2018

With freight demand expected to increase beyond 2023 , carriers will feel pressure to pass along cost increases to their customers, compelling companies to make tough decisions regarding the future of their distribution networks. This is the fourth part of our supply chain blog series, in which we explore the biggest roadblocks and changes executives are facing in today’s dynamic supply chain.

Transportation 40

Transportation Industry Financial Retail 40