Customer Experience Management in 2019

Upstream Works

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.

17 Surprising Stats About Call Centers

Fonolo

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!

Infographic – AR in Customer Service

TechSee

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.

Data Dump: Update on Call Center Cloud Migration

Fonolo

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.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience

ShepHyken

It’s estimated that by 2022, the banking and healthcare sector will make savings of up to $8 billion with chatbot usage.

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets

Lumoa

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.

Chatbots—Just What the Doctor Ordered

Aspect

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.

Customer Service Predictions for 2019

Monet Software

While Gartner predicts that phone conversations will comprise just 12% of service interactions by 2022, the telephone has proven surprisingly resilient up until now.

5 Ways Small Business Security Systems Pay for Themselves

Win the Customer

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

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

ShepHyken

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.

Use Your Intelligence When Implementing AI in the Contact Center

JM Robbins & Associates

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.

Guest Blog: Customer Support Chatbots – Striking The Right Balance

ShepHyken

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.

The Bots Have Eyes: Why the Evolution of Visual Chatbots Has Entrepreneurs Excited

TechSee

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.

Striking the balance between humans and AI in CX

Eptica

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

Why IoT Security is Crucial for Healthcare’s Future

Revation Systems

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?

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

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 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.

Artificial intelligence and the rise of augmented agents in customer experience

Eptica

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.

Quality Management + Call Recording = Operational Excellence and Risk Reduction

Enghouse Interactive

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.

Trends, Business, and the Future of Sports

Avaya

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.

The Nightmare After Christmas: ‘Tis the Season for Augmented Reality for Retailers

TechSee

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.

AI isn’t Artificial in the Contact Center—Here’s Why it Works

Avaya

Gartner predicts that by 2022, 72% of customer interactions will involve AI in some form with more than 15% being completely handled by AI.

Call Center Cloud Conversion Continues

Fonolo

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

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

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.

Conversational commerce: How smartphones and startups are driving a revolution

Smooch

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.

3 Steps to Building a Winning E-Commerce Ecosystem

Joe Rawlinson

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

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Chatbots – Reigniting the Spark in B2C Engagement

Aspect

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.

B2C 97

Three AI Applications to Transform Your Customer Interactions

inmoment

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.

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

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.

How CX is central to Digital Transformation

Eptica

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 Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG

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.

The Growing Value of Ethical Values at Salesforce

Up Your Service

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.

Digital Banking Success Begins with Customer Experience

Enghouse Interactive

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.

How to Identify and Deal with Difficult Customers in the Banking Sector

CSM Magazine

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 Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG

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.

4 Contact Center Reports to Kick off 2019

Fonolo

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.

What is Digital Transformation and Where Does Help Content Fit In?

Mindtouch

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.