Let's go back to the future--it is time to start planning now for customer service in 2021

Ian Jacobs

In Forrester's new report " Plan Now For Customer Service in 2021 ," we assess and evaluate five developing customer service technologies according to their potential impact on the customer service experience in the year 2021. This a guest post by Meredith Cain , a Research Associate on the Application Development & Delivery (AD&D) team. Let's take trip back to 1989. One of the big movies of that year was "Back to the Future: Part II."

Let’s go back to the future–it is time to start planning now for customer service in 2021

Ian Jacobs

This a guest post by Meredith Cain, a Research Associate on the Application Development & Delivery (AD&D) team. Let’s take trip back to 1989. One of the big movies of that year was “Back to the Future: Part II.” ” One of the great things about that movie was its view of the future—or, because so much […]. application development & delivery augmented reality

[INFOGRAPHIC] The Modern-Day Travel Agent

Working Solutions

An independent report by Phocuswright found that travel agency sales are slated to increase by 13% between 2017 to 2021. Is your first thought that travel agents are outdated–and anything but modern? In fact, the truth is just the opposite. Working Solutions wanted to take a deeper dive into this growing and more sophisticated market […]. Call Center Outsourcing call center travel

The Race for Location Accuracy

MicroAutomation

The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality.

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The Truth About Digital Experience Architecture

Topdown

February 11, 2019) predicts that through 2021, 85% of the effort and cost in a digital experience platform (DXP) program will be spent on integration. Gartner’s latest Magic Quadrant for Digital Experience Platforms [paywall] (Gartner, Inc.,

How E-Commerce Contact Center Can Deliver Better Customer Support

Ameyo

trillion in sales by the end of 2021. According to statista, E-Commerce will reach $4.88 And 67% of millennial are using an online platform to do shopping. E-commerce has seen a rising boom in the market ever since it has evolved and continues to be the first priority for customers. Organizations are looking for a […]. The post How E-Commerce Contact Center Can Deliver Better Customer Support appeared first on Ameyo. contact center software e-commerce

Five strategies to improve customer experience in telecoms

TechSee

IDC estimates that 75% of enterprise applications will use AI services by 2021. In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage.

Webinar: Using AI Tools to Enhance Customer Support With PTC

B2B Customer Service Blog - TeamSupport

With AI spending projected by IDC to reach $58 billion by 2021, investing in the right technology from the start matters more than ever. We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP).

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings

TechSee

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion.

Exceptional CX: The Business Case of Going from Good to Great

inContact

Again, according to Mark Smith, 2021 only 50% of organizations will have transformed their business to be more intelligent and automated by embracing digital technology. According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment.

Five Stats That Prove Your Agents Need Better Coaching

Aspect

Chatbot market to grow at 37 percent through 2021. Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.”

“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels

Enghouse Interactive

The analyst’s recent “The Inner Circle Guide to Omnichannel” report looked at the proportion of UK contact centre inbound interactions by channel since 2006, with predictions shown until the end of 2021. per cent by 2021. After all, despite the move away from traditional modes of engagement, the Contact Babel report does indicate that even in 2021, telephone and email together are expected to account for 81.5%

Stop Ignoring the Impact AI Can Have on Your Business TODAY

inContact

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.

Trends, Business, and the Future of Sports

Avaya

My previous esports blog highlighted the dramatic growth of the market with 380 million esports viewers today jumping to nearly 560 million viewers by 2021. Sports marketing, sponsorship, fan engagement, player tech, these are all things that have come on heavy in recent years.

5 Technologies Helping B2C Field Services Meet Consumer Demands

TechSee

To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely on applications or technologies from small field service management providers.

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How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

billion (with a b) on the upgrade in 2021. 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. The good news for me is that the 5G network is coming.

5 Top Customer Service Articles for the Week of September 25, 2017

ShepHyken

The number of devices connected to IP networks will be three times as high as the global population in 2021. by Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019.

How YETI Stays Ahead with Feedback

GetFeedback

That’s why we’re setting ourselves up with GetFeedback and Salesforce as these platforms can carry us into not only 2019, but to 2020 and 2021. Today, YETI’s top tier coolers and drinkware have become a symbol of status and trendiness for outdoor enthusiasts. And with good reason!

Striking the balance between humans and AI in CX

Eptica

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX.

HIMSS 2019: Healthcare’s Next Big Moves

Revation Systems

billion by 2021 , Accenture data cites that AI technology is already being utilized and is making a significant splash in the healthcare industry today.

Contact Centre Predictions 2019

Enghouse Interactive

Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% 2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019.

Customer Service Innovation — How Chatbots are Evolving

TechSee

From now to 2021, the chatbot market is expected to grow by 35% a year.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/4/2018. Differentiated and compelling capabilities driving growth. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. Report.

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

DMG

DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market

DMG

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG

DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Trends Driving Customer Self-Service: Chatbots and Artificial Intelligence

Mindtouch

The Gartner Market Guide for Conversational Platforms predicts that, by 2021, 15% of all customer service interactions will be completely handled by AI. The terms artificial intelligence (AI) and chatbot are becoming increasingly ubiquitous.

In Digital Transformation, Initial Business Discovery is Key

Avaya

Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?”

Digital Transformation Revolution

Revation Systems

According to Business Insider , by 2021 $336 billion will be transferred via mobile P2P payments, up from just $60 billion in 2017.

The Power of AI to Drive Change

Avaya

And IDC is saying that by 2021, 75% of commercial enterprise apps will have AI built-in, and more than 50% of consumers will interact with AI. AI presents a huge opportunity, possibly bigger than digital transformation itself.

The Customer Experience is Everything: Join us at Enterprise Connect 2018

8x8

Cloud Communications 2021: Is the Cloud Unavoidable?

Customer Service Trends To Watch In 2019

Branch Mesenger

And the growth is only expected to continue: By 2021, it’s predicted that the global user base for mobile messaging apps will have risen by a further 23%. You don’t have to be in any specific job, industry or vertical to understand customer service.

The five most essential practices for great voice interactions

Liveops

That’s a top takeaway from a recent Gartner research report [paywall], which projects that by 2021, three-quarters of customer transactions will be automated. Automation makes great human service even more critical for brands. The future of customer service will be automated.

5 steps to supercharge your customer service with contextual intelligence

teleopti

By 2021, purchases made online via mobile devices will account for 51.7% According to Magnus Geverts at Teleopti, exceptional customer experience goes beyond connecting the dots between different channels. It’s all about understanding and anticipating a customer’s every need.

8x8 Launches Speech Analytics and Integration Framework

8x8

Integration with CRM systems: Gartner predicts that by 2021, CRM will be the single largest area of spending in enterprise software. Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. It’s called doing things.”.

Enterprise Instant Messaging Speeds up Business Productivity

REVE Systems

Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 13.2 %! In 2011, a group of researchers stated through a research that 54% of Chief Information Officers affirmed the positive sides of real-time workplace communication through Enterprise Instant Messaging Solution.

Call Center Cloud Conversion Continues

Fonolo

billion by 2021. Most people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US).

12 Reasons to Invest More in Customer Experience

PeopleMetrics

Billion by 2021, at a CAGR of 21.1%.” It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?

Contact Center Industry Stats – Technology

Taylor Reach Group

Bots and Chatbots: Gartner predicts that by 2021, more than 50% of enterprises will be spending more per year on bots than traditional mobile app development. Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels.