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

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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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Is Cyber Recovery the New Disaster Recovery?

ConvergeOne

In 2021, it is expected that it will be every 11 seconds. Recently, I read an article that an organization gets hit by ransomware every 14 seconds. That is a very sobering statistic.

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. US regulators caution that 10,000 lives could be saved each […]. Blog 9-1-1 Next Gen Solutions Advanced Mobile Location AMI ESINet Migrate to Next Generation 9-1-1 Next Generation 9-1-1 Solutions NextGen 9-1-1 Solutions NG9-1-1 Public Safety

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The Versatility of Video: 4 Unexpected Ways Video Helps Your Business

ConvergeOne

Even more staggering, Cisco predicts that by 2021, video will account for 82% of total consumer Internet traffic. In recent years, consumers have increased their engagement with video. HubSpot found that the average user watches 1.5

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

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.,

Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty.

CRM 299

[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

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

ShepHyken

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

VirtualPBX Proudly Meets Kari’s Law, E911 Standards

VirtualPBX

Enterprises with fixed MTLS phones are to comply with the new requirements by January 6, 2021. Today’s blog post was written by VirtualPBX COO Lon Baker, whose expertise with the VirtualPBX Phone System makes him an excellent pick for the discussion of Kari’s Law and its implementation.

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Great Customer Experience has the Power to Accelerate Growth

NICE inContact

Again, according to Mark Smith, by 2021 only 50% of organizations will have transformed their business to be more intelligent and automated by embracing digital technology. Markets and opportunities move fast.

Customer Self Service – What the Future Holds

TechSee

And with 3,000 Amazon Go stores set to open by 2021 and the total Computer Vision and hardware market expected to reach $26.2B

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.

No Fault Found Returns: a Supermassive Black Hole for Retailers

TechSee

Amazon plans to open 3,000 “Just Walk Out” unmanned stores by 2021, with hundreds of cameras and sensors enabling consumers to shop with zero human interaction. Black Friday is a day that retailers wait for all year, and 2019 was no different.

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.”

Webinar: Using AI Tools to Enhance Customer Support With PTC

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).

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.

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.

5 Leading Augmented Reality enterprise use cases

TechSee

A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021. Augmented Reality (AR) is fast becoming an accepted part of our lives.

5 Steps Toward a Successful Self-Service Strategy

TechSee

Amazon Go plans to open 3,000 “Just Walk Out” unmanned stores by 2021 , each powered by hundreds of cameras and sensors enabling customers to shop and pay without any human interaction.

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

NICE 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.

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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Cyber Security Month: How clean is your contact center?

Eckoh

Card Not Present (CNP) fraud is predicted to reach £680m in 2021 [1]. It's worth noting that over half of all online transactions will be made using alternative payment methods by 2021, according to Worldpay [3].

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.

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.

Calling All Applicants for the NICE inContact CX Excellence Awards

NICE inContact

And The Winner Is…. We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Stop Ignoring the Impact AI Can Have on Your Business TODAY

NICE 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.

Navigating the Spooky Landscape of Banking Security

Revation Systems

In fact, Juniper Research projects that nearly 3 billion people will have access to their banking service via smartphone and other smart devices by 2021.

Navigating the Spooky Landscape of Banking Security in 2019

Revation Systems

In fact, Juniper Research projects that nearly 3 billion people will have access to their banking service via smartphone and other smart devices by 2021.

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.

How Your Call Center Experience Can Be Improved with AI

Revation Systems

It has been reported that the use of AI chatbots will increase 136% by 2021. Technology is changing many facets of our daily lives.

How Your Call Center Experience Can Be Improved with AI

Revation Systems

It has been reported that the use of AI chatbots will increase 136% by 2021. Technology is changing many facets of our daily lives.

New Year Workplace Resolutions are Important

JivoChat

Also, by 2021, M-commerce sales will account for more than half of all ecommerce sales. It’s that time of the year again, when people gather with friends and family to celebrate Christmas and, soon after, New Year.

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

8x8

Cloud Communications 2021: Is the Cloud Unavoidable?

“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%

Customer Service Innovation — How Chatbots are Evolving

TechSee

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

The View from Outside In: What Your Users Don’t Care About (and What to Do Instead)

Mindtouch

Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017.

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.