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AI in the Workplace: Transforming Customer and Employee Experience

eglobalis

According to Gartner, by 2028 enterprises will improve productivity by replacing 60% of SaaS workplace applications that lack AI-driven capabilities. This article explores how AI is reshaping the employee experience and its subsequent impact on customer experience.

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Gartner Forecasts Shift to AI-Only Service Channels by 2028

CSM Magazine

Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Today, managing service across multiple channels is costly and often leaves customers frustrated.

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Cisco: Agentic AI Transforming Customer Service by 2028

CSM Magazine

A recent Cisco report predicts that by 2028, 68% of customer service and support interactions will be handled by agentic AI. Looking Ahead By 2028, customer experience without agentic AI will feel outdated. But what exactly is “agentic AI”? And why is it set to become the backbone of customer service?

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Built for Care: Why Workforce Management Is Critical to Healthcare’s Next Chapter

Calabrio

healthcare system is projected to face a shortage of over 100,000 critical workers by 2028, according to the American Hospital Association. Burnout, administrative burdens, and safety concerns have driven a 50% increase in healthcare resignations between 2020 and 2023.

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Global IT Services Spend Will Reach $2 Trillion By 2028

Forrester's Customer Insights

Forrester forecasts that by 2028, annual spend on IT services will reach $2 trillion. The IT services industry is often overlooked, even though it captures more than a third of annual global tech spend — some four times the annual spend on computer equipment.

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Le rôle de l'IA dans l'automatisation du commerce électronique 

Inbenta

In its 2024 Hype Cycle for Digital Commerce , Gartner estimates that by 2028, there will be 15 billion connected machines with the potential to act as customers, outnumbering humans on the planet. As customer behavior evolves, there’s a clear shift towards using technology not just to aid purchases but to automate them.

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Meet Freddy AI: Freshworks’ Latest Innovation for Improved Service Efficiency

CSM Magazine

Gartner predicts that by 2028, a considerable number of enterprise software applications will incorporate AI agents, enabling autonomous decision-making for routine business tasks.

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