INDUSTRY INSIGHTS YOUR PEERS ARE READING
And by 2022, visits will continue to drop another 36%. Digital Banking Success Begins with Customer Experience. As digital banking capabilities have expanded, so has consumer adoption of online and mobile channels. MORE
This sort of automation can deliver a more consistent experience and a huge financial impact according to Juniper Research, which estimates cost savings of more than US$8 (AU$11.27) billion annually by 2022, up from US$20 (AU$28.19) million in 2017. Could there be value lying dormant in your company? Claire Fastier gives three examples of AI unlocking efficiency and opening avenues for your customer like never before. Artificial intelligence is everywhere. MORE
in 2017; and are expected to reach 49% in 2022. It’s been a while since we did a report round-up post. It’s not for lack of material! Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. MORE
IDC predicts that by 2022, 80% of revenue growth will depend on digital offerings and operations. For decades, business has been done inside out. Products and services were created and distributed from the top down, often through a third party. And for decades, this model has (mostly) worked. MORE
billion globally by 2022—at a time when the industry is desperate to find practical cost-saving measures. Earlier this year, Florence was nothing more than a hobbyist’s development project, and the chatbot was used as a simple symptom checker. MORE
According to an IDC report , companies are getting serious about digital transformation, citing that 40 percent of technology spending will go toward digital transformation – with a total enterprise spend of nearly $2 trillion by 2022. In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. MORE
billion in 2017 to USD 93 billion by 2022! That number is expected to rise 15% by 2022 and reach 1.8 By 2022, that’s expected to reach $407.1 We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! MORE
Juniper Research projects bots will cut business expenses by as much as $8 billion by 2022; without a doubt, this technology can make a huge impact for both SMBs and enterprises. The world may be enamored with bots at the moment, but they’ve actually been around for quite some time. MORE
Another report predicts 18% CAGR out to 2022 (see image below, but note the odd horizontal axis). 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 MORE
According to CMO.com, Gartner VP, Michael Maoz indicates that 72% of customer interactions in 2022 will be facilitated through emerging technologies; RPA, machine learning applications, chatbots and mobile messaging. According to Maoz, c ustomer self-service is expected to grow to 64% by 2022. MORE
With the introduction of more mobile banking services, this number is expected to decrease to only 4 visits a year by 2022. When employed in the banking industry you deal with a large variety of customers from all walks of life on a daily basis. MORE
With the number of mobile augmented reality users expected to reach nearly two billion by 2022 , forward-thinking companies are harnessing this powerful technology to enhance the initial customer engagement with their products, during purchase, onboarding, setup, troubleshooting or regular maintenance. 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. MORE
In fact, Jupiter Research ’s forecast says chatbots could save organizations $8 billion annually worldwide by 2022. Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. MORE
They believe that we’ll experience a significant increase (up to 70% by 2022) in the percentage of interactions that happen between customers and emerging technologies like machine learning applications, chatbots, or mobile messaging. MORE
The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment. 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 Workforce Management Product and Market Report. MORE
By 2022, 1 trillion networked sensors will be embedded in the world around us, with up to 45 trillion in 20 years. by Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. MORE
Online sales are growing five times faster than offline sales, and will account for 17 percent of total sales in the United States by 2022, Forrester projects. An effective e-commerce ecosystem is vital to business success in today’s mobile-first economy. E-commerce sales increased 23.2 MORE
Smart speakers are taking the world by storm, with estimates suggesting that by 2022, 55 percent of American homes will have one. Over the past year, 44% of consumers used chatbots to make purchases and 75% messaged businesses to do the same. The future of conversational commerce. MORE
And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017 MORE
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. MORE
According to research and consulting company Tractica , expanding use cases for mobile AR will lead to growth from 343 million unique monthly active users (MAUs) globally in 2016 to nearly 2 billion MAUs by 2022. MORE
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. MORE
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. MORE
Therefore, while the percentage of interactions handled by technology will rise from 49% in 2017 to 85% in 2022, the human side will not fall by a corresponding amount. Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience. MORE
According to an IDC report , companies are getting serious about digital transformation, citing that 40 percent of technology spending will go toward digital transformation – with a total enterprise spend of nearly $2 trillion by 2022. In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. MORE
Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022. This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. MORE
In fact, sports betting is anticipated to make up 40% of all online gambling by 2022 , creating an opportunity for companies to leverage blockchain for keeping their customer’s digital identities and data in check. MORE
It’s estimated that by 2022, the banking and healthcare sector will make savings of up to $8 billion with chatbot usage. MORE
billion by 2022 growing from $4.76 Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback. MORE
billion by 2022. It’s clear that healthcare communication technology is leading to a more highly interconnected world. Need to check your heart rate? Just look at your wearable monitor on your wrist. Need to check in with your doctor while on vacation? MORE
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. MORE
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. MORE
billion by 2022, the report projects. Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. The global security solutions market, valued at $206.69 MORE
And taking this even further, Salesforce publicly announced a commitment to 100% use of Renewable Energy by 2022. I was recently a guest at Dreamforce , the annual gathering of Salesforce customers, partners, and employees in San Francisco. MORE
billion by 2022 (CAGR of 25.2%). IDC however puts the 2022 number at about half that number: Going back to that MZA report, they expect a CAGR of 18%, lower than Research and Markets, but higher than IDC. The cloud has radically transformed the call center industry. MORE
DMG predicts that the RPA market will continue to experience a significant rate of growth (100% or higher) during each of the years from 2018 through 2022. DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. MORE
While Gartner predicts that phone conversations will comprise just 12% of service interactions by 2022, the telephone has proven surprisingly resilient up until now. MORE
Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Using the right approach will enable your organization to deliver better service, protect callers and agents and maximize the customer contacts that result in a positive outcome. MORE
Gartner predicts that by 2022, 72% of customer interactions will involve AI in some form with more than 15% being completely handled by AI. MORE
In all, chatbots – and related Natural Language Processing tools – are predicted to save companies about $8 billion in costs by 2022. The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. MORE
It continues to grow in importance – with total smartphone traffic expected to increase by 10 times by 2022 However, many big change projects fail to deliver the benefits that they promise. MORE
2022 Related Topics Upstream Works
DECEMBER 11, 2018
According to CMO.com, Gartner VP, Michael Maoz indicates that 72% of customer interactions in 2022 will be facilitated through emerging technologies; RPA, machine learning applications, chatbots and mobile messaging. According to Maoz, c ustomer self-service is expected to grow to 64% by 2022.
Fonolo
JANUARY 29, 2019
billion in 2017 to USD 93 billion by 2022! That number is expected to rise 15% by 2022 and reach 1.8 By 2022, that’s expected to reach $407.1 We have 17 gifts for you today, or rather, 17 intriguing facts about call centers!
TechSee
NOVEMBER 27, 2018
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries.
Fonolo
FEBRUARY 27, 2019
billion by 2022 (CAGR of 25.2%). IDC however puts the 2022 number at about half that number: Going back to that MZA report, they expect a CAGR of 18%, lower than Research and Markets, but higher than IDC. The cloud has radically transformed the call center industry.
ShepHyken
NOVEMBER 2, 2018
It’s estimated that by 2022, the banking and healthcare sector will make savings of up to $8 billion with chatbot usage.
Lumoa
JUNE 4, 2018
billion by 2022 growing from $4.76 Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.
|
Aspect
OCTOBER 27, 2017
billion globally by 2022—at a time when the industry is desperate to find practical cost-saving measures. Earlier this year, Florence was nothing more than a hobbyist’s development project, and the chatbot was used as a simple symptom checker.
Monet Software
JANUARY 31, 2019
While Gartner predicts that phone conversations will comprise just 12% of service interactions by 2022, the telephone has proven surprisingly resilient up until now.
Win the Customer
SEPTEMBER 5, 2017
billion by 2022, the report projects. Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. The global security solutions market, valued at $206.69
ShepHyken
SEPTEMBER 25, 2017
By 2022, 1 trillion networked sensors will be embedded in the world around us, with up to 45 trillion in 20 years. by Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.
JM Robbins & Associates
OCTOBER 3, 2018
They believe that we’ll experience a significant increase (up to 70% by 2022) in the percentage of interactions that happen between customers and emerging technologies like machine learning applications, chatbots, or mobile messaging.
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ShepHyken
JUNE 15, 2018
Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022. This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken.
TechSee
SEPTEMBER 26, 2018
Juniper Research projects bots will cut business expenses by as much as $8 billion by 2022; without a doubt, this technology can make a huge impact for both SMBs and enterprises. The world may be enamored with bots at the moment, but they’ve actually been around for quite some time.
Eptica
JULY 18, 2018
And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017
Revation Systems
SEPTEMBER 18, 2017
billion by 2022. It’s clear that healthcare communication technology is leading to a more highly interconnected world. Need to check your heart rate? Just look at your wearable monitor on your wrist. Need to check in with your doctor while on vacation?
BlueOcean
JULY 12, 2018
In all, chatbots – and related Natural Language Processing tools – are predicted to save companies about $8 billion in costs by 2022. The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind.
DMG
MARCH 31, 2019
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
MARCH 31, 2019
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.
DMG
MARCH 8, 2019
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
SEPTEMBER 26, 2018
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.
Eptica
MAY 31, 2017
Therefore, while the percentage of interactions handled by technology will rise from 49% in 2017 to 85% in 2022, the human side will not fall by a corresponding amount. Date: Wednesday, May 31, 2017 Artificial intelligence and the rise of augmented agents in customer experience.
Enghouse Interactive
APRIL 17, 2019
Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Using the right approach will enable your organization to deliver better service, protect callers and agents and maximize the customer contacts that result in a positive outcome.
Avaya
APRIL 9, 2019
In fact, sports betting is anticipated to make up 40% of all online gambling by 2022 , creating an opportunity for companies to leverage blockchain for keeping their customer’s digital identities and data in check.
TechSee
DECEMBER 27, 2018
With the number of mobile augmented reality users expected to reach nearly two billion by 2022 , forward-thinking companies are harnessing this powerful technology to enhance the initial customer engagement with their products, during purchase, onboarding, setup, troubleshooting or regular maintenance. 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.
Avaya
NOVEMBER 6, 2018
Gartner predicts that by 2022, 72% of customer interactions will involve AI in some form with more than 15% being completely handled by AI.
Fonolo
JUNE 26, 2018
Another report predicts 18% CAGR out to 2022 (see image below, but note the odd horizontal axis). 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
Noble Systems
FEBRUARY 20, 2019
According to an IDC report , companies are getting serious about digital transformation, citing that 40 percent of technology spending will go toward digital transformation – with a total enterprise spend of nearly $2 trillion by 2022. In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers.
Smooch
MARCH 14, 2019
Smart speakers are taking the world by storm, with estimates suggesting that by 2022, 55 percent of American homes will have one. Over the past year, 44% of consumers used chatbots to make purchases and 75% messaged businesses to do the same. The future of conversational commerce.
Joe Rawlinson
APRIL 11, 2018
Online sales are growing five times faster than offline sales, and will account for 17 percent of total sales in the United States by 2022, Forrester projects. An effective e-commerce ecosystem is vital to business success in today’s mobile-first economy. E-commerce sales increased 23.2
Aspect
SEPTEMBER 26, 2017
In fact, Jupiter Research ’s forecast says chatbots could save organizations $8 billion annually worldwide by 2022. Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement.
inmoment
NOVEMBER 15, 2018
This sort of automation can deliver a more consistent experience and a huge financial impact according to Juniper Research, which estimates cost savings of more than US$8 (AU$11.27) billion annually by 2022, up from US$20 (AU$28.19) million in 2017. Could there be value lying dormant in your company? Claire Fastier gives three examples of AI unlocking efficiency and opening avenues for your customer like never before. Artificial intelligence is everywhere.
Noble Systems
FEBRUARY 20, 2019
According to an IDC report , companies are getting serious about digital transformation, citing that 40 percent of technology spending will go toward digital transformation – with a total enterprise spend of nearly $2 trillion by 2022. In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers.
Eptica
DECEMBER 12, 2018
It continues to grow in importance – with total smartphone traffic expected to increase by 10 times by 2022 However, many big change projects fail to deliver the benefits that they promise.
DMG
AUGUST 3, 2018
DMG predicts that the RPA market will continue to experience a significant rate of growth (100% or higher) during each of the years from 2018 through 2022. DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.
Up Your Service
NOVEMBER 30, 2018
And taking this even further, Salesforce publicly announced a commitment to 100% use of Renewable Energy by 2022. I was recently a guest at Dreamforce , the annual gathering of Salesforce customers, partners, and employees in San Francisco.
Enghouse Interactive
JULY 16, 2018
And by 2022, visits will continue to drop another 36%. Digital Banking Success Begins with Customer Experience. As digital banking capabilities have expanded, so has consumer adoption of online and mobile channels.
CSM Magazine
MAY 9, 2018
With the introduction of more mobile banking services, this number is expected to decrease to only 4 visits a year by 2022. When employed in the banking industry you deal with a large variety of customers from all walks of life on a daily basis.
DMG
MARCH 16, 2018
The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment. 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 Workforce Management Product and Market Report.
Fonolo
FEBRUARY 13, 2019
in 2017; and are expected to reach 49% in 2022. It’s been a while since we did a report round-up post. It’s not for lack of material! Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends.
Mindtouch
FEBRUARY 26, 2018
IDC predicts that by 2022, 80% of revenue growth will depend on digital offerings and operations. For decades, business has been done inside out. Products and services were created and distributed from the top down, often through a third party. And for decades, this model has (mostly) worked.
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