Customer Service Considerations For 2025

Esteban Kolsky

OK, enough bashing plagiarists … let’s go back to real work. Last year (I know, sounds like way farther back than it really is) in November I ran a research project for one of my clients. The Microsoft Dynamics CRM team (customer service branch) asked me what I thought were the most interesting questions I had collected over the year in Customer Service.

Will CX Pros Still Have A Job In 2025?

Forrester's Customer Insights

There we were. a round table of CX leaders from across Southeast Asia, senior executives with years of experience running large, successful teams and chipping away at the journey to turn our organizations into customer-obsessed enterprises. We shared our recent wins and successes and learned from each other how to go faster, […]. age of the customer customer experience customer experience management

Enabling Smarter Engagement Through Personalized Proactive Communication

Rant And Rave

Analysts predict the global Customer Experience Management marketplace to explode to a staggering $33bn by 2025.

Make Sure your CX is Switched on During the Big Switch-Off

Cyara

In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services.

Telecom-Only = Disrupted

Forrester's Customer Insights

My theme at PTC’19 this week was that telecommunications and colocation companies who maintain a focus on their traditional value propositions will be fully disrupted by 2025.

Ridesharing: The Millennial Effect

QuestionPro Audience

By 2025, millennials will represent 75% of the workforce and 46% of total US income. Ridesharing services like Lyft and Uber are here to stay. According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. In fact, U.S

AI Chatbots Vs. Human Powered Live Chat: Which is Winning the Customer Service Game?

Provide Support

billion by 2025, a compounded annual growth rate (CAGR) of 24.3%. AI Chatbots Vs. Human Powered Live Chat.

How To Scale Service Design: Technology

Kerry Bodine

Working for the Royal Bank of Scotland, this ambitious group analyzed how current trends could transition from present day to the future context of 2025. Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid.

Leveraging Emerging Technologies In The Transformation Of “Made In China”

Forrester's Customer Insights

I recently published a report — “Emerging Technologies Are Transforming ‘Made In China’” — in which I discuss how manufacturing CIOs should leverage emerging technologies to drive their transformation under the “Made in China 2025” initiative.

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

Servion has predicted that by 2025, some 95% of customer interactions will be powered by AI.

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46 Fascinating and Incredible YouTube Statistics

Brandwatch CX

By 2025, half of viewers under 32 will not subscribe to a pay-TV service. When YouTube first made its way onto the internet, few people realized how many hours of video we’d be watching years later.

Video 101

Stop Ignoring the Impact AI Can Have on Your Business TODAY

NICE Systems

Will “The Robots” take over completely by 2021, 2025, 2050? With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. I recently upgraded my phone.

Infographic – AR in Customer Service

TechSee

AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years.

The shift from cost center to OPPORTUNITY center

NICE Systems

By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals. In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized.

How Technology is Revolutionizing the Apparel Industry

Smarter CX

With revenues of over $328 billion in 2017 and a projection of $390 billion in 2025, there are many ways technology can influence these numbers. The U.S. apparel industry market is the biggest in the world, according to Statista.

What Is AR or Augmented Reality Technology?

Smarter CX

The global AR market is predicted to grow to $198 billion by 2025 , and the mobile-first essence, inexpensive sensors, and a limitless range of potential uses make augmented reality a nearly ubiquitous technology that’s likely to overshadow its more famous VR counterpart.

Step up Customer Assistance with Live Video Support

TechSee

With Goldman Sachs predicting that AR will be an $80B market by 2025, it seems that more and more forward-thinking companies will be implementing live video interactive assistance.

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Boosting Your Customer Support: Human-Operated Live Chat vs Chatbots

Kayako

billion in 2025. When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person.

Will omnichannel someday die out because of Big Data?

Customer Bliss

This is somewhat because of “The Internet of Things” — connected devices and sensors — which should have an economic value of $3 trillion by 2025. After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel.

Application Ecosystems and the Future of the Contact Center

Avaya

Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. Digital transformation is about creating experiences that matter, but what does this look like within the contact center?

4 Key AI Innovations That Made a Splash in 2018

Smarter CX

billion by 2025. As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Companies have applied artificial intelligence and machine learning to everything from customer success programs to healthcare.

Once Upon a Time People Assisted One Another…

Michelli Experience

Servion predicts that, by 2025, Artificial Intelligence will power 95% of all customer interactions, including live telephone and online conversations that will leave customers unable to ‘spot the bot’ ”. It seems like every week I read something like: “ UiPath , a robotic process automation ( RPA ) startup that’s setting out to help companies automate repetitive tasks, has raised $30 million in a Series A round of funding.

Four Technologies Reshaping the Customer Experience

Wootric

If you’re still skeptical of AI’s raw power, consider this stat compiled by Servion : AI is predicted to handle 95% of all customer interactions by 2025. billion revenue opportunity by 2025.

The Bots Have Eyes: Why the Evolution of Visual Chatbots Has Entrepreneurs Excited

TechSee

It was a novel concept at the time, but the technology is now ubiquitous in the industry, with the financial robo-advice market projected to grow to $7 trillion by 2025, according to CNBC. The world may be enamored with bots at the moment, but they’ve actually been around for quite some time.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

billion worldwide by 2025, with a CAGR of 22.9 Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years.

Shared value is the customer experience of the future: 5 key takeaways from the 2017 Asia Pacific Customer Intelligence Summit

Vision Critical

The decade to come, coined ‘the age of authenticity’, will make the survey as we know it, obsolete by 2025.

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AR for Field Service: Should you Choose Smart Glasses or Mobile Devices?

TechSee

With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. .

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AI IRL Podcast Episode 20: Can AI Save Billions in Clinical Research Costs?

Bold360

By 2025, 70% of clinical trial participants will be using wearable technology, creating even more data. Subscribe via iTunes , Spotify and more. When the cost of drug development has increased a few hundred fold, how do you find a way to cut expenses and time? AI to the rescue.

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Contact Center of the Future: 5 Essential Investments

Avaya

Gartner predicts that by 2025 , the average contact center organization will be exploiting the benefits of an application ecosystem approach to better equip staff and enhance service.

How to improve CX in the automotive industry

Vision Critical

Almost sixty percent think that half of today’s car owners will no longer want to own a car by 2025. The auto industry is at a crossroads. Vehicle sales are softening, and car ownership is down, especially among younger consumers.

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

Autonomous vehicles will completely transform ownership and usage in urban areas by as soon as 2025 – and will be utterly ‘connected’ (see “The Internet of Cars” referenced by Goldman Sachs in their excellent article “ Cars 2025 ”).

The Rise of Millenials and the Need for an Omnichannel Call Center

Magellan Solutions

They carry an estimated $200 billion in annual buying power, and by 2025, they will comprise 75 percent of the U.S. Say what you want about millennials – the smartphone-toting, selfie-taking generation born between 1982 and 2004 – but there’s no denying their power as consumers.

How Changi Airport Group, Midea Group, StarHub and Prudential Singapore use relationships to win

Vision Critical

The decade to come, coined “the age of authenticity,” will make the survey as we know it obsolete by 2025. At Vision Critical’s inaugural CX and the City event in Singapore last week, one theme was clear: change has never been this fast and will never be this slow again. .

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What does Goal and Expectation Setting Mean in Customer Success?

Amity

We know that having clear objectives is paramount, regardless of what project you’re undertaking, both in your personal and professional life.

AI IRL Podcast Episode 11: How Intuit’s AI handles money smartly

Bold360

“In 2025, we envision a world where going to a machine and logging on and interacting with a two-dimensional visual based paradigm is not the way to do it,” says Kadaba. Subscribe via iTunes , Spotify and more. If AI is where the smart money is going, how does AI handle the smart money?

Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”.

The Nightmare After Christmas: ‘Tis the Season for Augmented Reality for Retailers

TechSee

The technology is being adopted quickly, with Goldman Sachs predicting that AR will be an $80B market by 2025. You’ve heard of the Nightmare Before Christmas, but for retailers, especially those carrying consumer tech products, the real horror begins after gifts are opened. Here’s why some companies are hoping augmented reality will help them sleep easy. This holiday season, Santa will be delivering hot consumer products all across the globe. And if the big guy doesn’t come through?