CSM Magazine

NOVEMBER 11, 2020

To meet ever-rising expectations, support leaders plan to invest in conversational support capabilities, including proactive support, chatbots, and automation in 2021. Chatbots are driving significant gains for support teams and customers alike. 55% plan to increase their budget for support tools in the coming year. Methodology.

Customer Support 52

Customer Support B2C Chatbots B2B 52

ChurnZero

FEBRUARY 7, 2020

LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. More than half of companies plan to decrease on-premise software spend, while 80% expect to boost SaaS and public cloud investments – Flexera study from CIO Dive’s 2020 IT spending priorities. 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

Enghouse Interactive

JULY 2, 2018

Back in 2011, analyst Gartner projected that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. With more interactions today handled in part by a robot, chatbot or some other form of AI, and in part by a human operator, businesses need a joined-up strategy.

Chatbots 49

Chatbots Analytics Self service Quality management 49

Enghouse Interactive

NOVEMBER 23, 2018

As early as 2011, analyst, Gartner was predicting that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. But as they implement chatbots and other types of AI, there are a range of pitfalls businesses need to watch out for. Failing to give bots a proper job description.

Chatbots 45

Chatbots Self service Enterprise Coaching 45

Enghouse Interactive

NOVEMBER 29, 2019

As early as 2011, Gartner was stating that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. In the context of the contact centre, chatbots can be key in helping to transform the customer experience. Machine learning will be crucial in the future.

Self service 45

Self service Enterprise Chatbots Customer retention 45

CCNG

OCTOBER 19, 2022

Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Oracle, 2011) Customers who had a very good experience are 3.5x Forbes Insights, 2020) Two-thirds of customers could not recall when a brand exceeded expectations.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Answer Dash

OCTOBER 15, 2018

The marketing technology ecosystem has exploded in the last decade, ballooning from about 150 martech companies in 2011 to roughly 7,000 today. That emphasis is only continuing to grow; according to a study by Walker, the consulting firm, customer experience will overtake price and product as the key brand differentiator by the year 2020.

B2B 76

B2B Marketing Customer Experience Benchmark 76