DMG expects RPA revenue in the contact center and customer service sector to increase by 90% in 2021, 85% in 2022, 2023 and 2024, and 80% in 2025. DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. MEDIA ALERT. A new standard of intelligent automation that benefits the front and back office. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. MORE

Laws and regulations such as GDPR and the California Privacy Act (which won’t be active until 2023) will shape how companies manage customer data going forward. Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. MORE

Market predictions show a steady 3% growth in the Contact industry by 2023 thanks to high-tech solutions that are bringing the industry in the virtual age. MORE

in 2022, and 10% in the next three years, 2023 – 2025. DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Benefits, insights and agility for companies transitioning to the “new world of work”. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021. MORE

billion by 2023. We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. MORE

By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019. MORE

The biometric system market is expected to grow to $33 billion by 2023. Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations. MORE

Worldwide public SaaS spending would more than double from 2019 to 2023. According to International Data Corporation (IDC), with a five-year CAGR of 22.3%, public cloud spending would grow from $229bn in 2019 to around $500bn in 2023. MORE

Gartner estimates that by 2023, 30% of customer service businesses will deliver proactive services by using AI-enabled process orchestration and continuous intelligence. MORE

E-commerce sales are projected to account for 22% of all retail sales by 2023 , up from 18% in 2021. Today’s consumers are plugged in and connected. Our technological world means the customer journey often takes place entirely online, so digital engagement is more important than ever. MORE

112 billion projected value of chatbot eCommerce transactions by 2023” Juniper Research. This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. MORE

Some research firms expect the market to top $96 billion as soon as 2023. There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9 billion in 2014 to $42.4 billion by 2019 as a result of growing demand for cloud-based services and digital transformation. Demand for UC is clear. MORE

The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. MORE

In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” “We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings. MORE

It’s now a standard tool in many businesses, with the market for these solutions expected to almost double by 2023?. If yours is like many companies worldwide, you recently may have made an abrupt switch to working remotely. MORE

The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023. It always feels good to be ahead of a trend. And that’s how contact center managers might feel after reading a new market research report on quality management. MORE

Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud? Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change. MORE

By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. MORE

billion in 2023. . In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. MORE

Gartner also reports that "35% of the customer experience workforce will work from home by 2023, up from 5% in 2017.". According to Gartner Group, "71% of contact center agents are currently working from home." MORE

On the enterprise side, Gartner predicts that “By 2023, over 75% of enterprise applications will have conversational AI, with 20% being embedded into applications, up from less than 5% today”. MORE

A Gartner survey claims that by 2023 more than 40% of customer service will be automated. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. MORE

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. 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. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide. MORE

billion by 2023, up from USD 6.47 As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. MORE

billion by 2023, rising at a market growth of 17%. According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 Why is this happening? At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels. MORE

As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.” If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever. MORE

of all retail sales worldwide in 2021, reports Oberlo, and by 2023, this percentage is predicted to rise to 22%. Online sales are expected to account for 18.1% MORE

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. MORE

In fact, the IDC predicts that by 2023, enterprises that excel at delivering empathy and safety at scale will outperform those that don’t by 40 percent! The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. MORE

DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025. DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. New-gen WFM uniquely positioned to address pandemic-related challenges. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021. MORE

project in Scotland which will be ready in 2023. A leading UK outsourcing business has been successfully reappointed by EDF to provide customer service on behalf of the energy firm, which is rated ‘Excellent’ on consumer review website, Trust Pilot. MORE

With more than 26,000 active call center employees, Jamaica’s BPO industry is growing fast, with around 50,000 dedicated employees expected by the end of 2023. Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . That’s why – more and more – businesses look to Caribbean BPO locations for the best of both worlds. Jamaica is no exception. MORE

Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home by 2023, while other experts noted that perhaps 25% to 50% already did. MORE

Gartner predicts that “by 2023, 25 percent of employee interactions with applications will be via voice, up from under 3 percent in 2019. MORE

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level. MORE

Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud? Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change. MORE

billion in 2023. The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. According to one new study, the global WFM market size will increase from $4.49 billion (in 2016) to $7.37 That averages about 10% growth every year. One of the reasons for this trend is the increasing role of social media in customer engagement. MORE

Forrester reports that despite the market potential to reach $12 billion by 2023, more than half of deployed RPA solutions have not scaled beyond ten robots. MORE

billion globally by 2023 – up from an estimated $209 million in 2019. Digital transformation is booming right now. Smartphones are everywhere and because of the ubiquity of technology, consumers have grown to rely on their devices with the expectation of instant communication with a business. MORE

Gartner has placed the development of the MX customer journey amongst the top technology trends of 2020, and has predicted that by 2023 , “more than 25% of the mobile apps, progressive web apps and conversational apps at large enterprises will be built and/or run through an MX development platform.” MORE

Marketing in the Year 2023. MarTech Magnified: Evolve Your Marketing with Changing MarTech. February 2; Tysons Corner, Virginia. Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer Retention: Are They All the Same?” from 4 to 4:45 p.m. MORE