Zendesk

DECEMBER 17, 2021

A new report from Gartner, Important Emerging Technologies for the Digital Workplace , outlines the technologies and strategic actions organizations should take to prepare and succeed in the new future of work. Gartner, Important Emerging Technologies for the Digital Workplace, By Gene Phifer, David Cearley, Published 23 July 2021.

Technology 52

Technology Technology AI 52

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. We are happy to be recognized as one of the Category Leaders & FrontRunners by Gartner. Value for money. Functionality .

Contact Center 98

Contact Center Gambling Text Analytics Government 98

Zendesk

MARCH 25, 2021

This is the first in a series of insights from the National Retail Federation’s Big Show 2021. Read our round-up of retail CX trends for 2021. Gartner research reveals that, for the first time, consumers’ new leading value is equality. The world is changing and so is the way we shop. There’s a real risk to staying silent.

Retail 98

Retail Social Media Start-ups CX 98

Sprinklr

JULY 12, 2021

Today, Sprinklr was named to IDG’s Insider Pro and Computerworld’s 2021 list of Best Places to Work in IT! Helping employees thrive personally and professionally is core to Sprinklr’s culture, and it’s why Sprinklr is certified as a Great Place to Work and named a Best Workplace in 2021.

CXM 96

CXM Artificial Intelligence Structured Data Machine Learning 96

Zendesk

FEBRUARY 12, 2021

In a recent report from Gartner, Predicts 2021: CRM Customer Service and Support , you’ll learn more about: Why “huddles” between department leaders can be a game changer. What makes proactive CX so crucial for your company’s bottom line. How messaging is reshaping the customer experience.

CRM 52

CRM Customer Service Gaming CX 52

Fonolo

JANUARY 19, 2023

According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Zippia reports that 65% of contact center agents have college or university education Stressful work Call center work is stressful. The numbers are sobering. DID YOU KNOW?:

Data Entry 155

Data Entry Contact Center Education Social Media 155

Aquire

APRIL 26, 2021

In 2021 and the years to follow, the prevalence of chatbots will increase significantly, not least because the pandemic encouraged businesses to realize the necessity of having a digital presence, regardless of their size and type. Gartner ). percent from 2021 to 2028. Gartner ). GrandView Research ). Messenger News ).

Customer Experience 111

Customer Experience Healthcare Real Estate AI 111

Uniphore

JANUARY 25, 2022

Gartner lists data fabric—a flexible, easily accessible integration of disparate data sources—as it’s no. As Gartner reports , “when COVID-19 accelerated digital business, it also accelerated the trend wherein many digital assets—and individuals—are increasingly located outside of the traditional enterprise infrastructure.”

AI 130

AI Artificial Intelligence Healthcare Legal 130

Zendesk

AUGUST 3, 2021

According to Gartner , in 2021: “The challenge going forward will be funding and rightsizing the appropriate assets to support remote and hybrid workforce models — from individual technologies to real estate.” As we continue to look ahead, Gartner recommends that organizations and CIOs continue to fund digital acceleration.

Real Estate 98

Real Estate Technology Technology Start-ups 98

Aquire

JANUARY 24, 2022

So, in 2021 and the years to follow, the prevalence of chatbots will increase significantly, not least because the necessity of any business having a digital presence became obvious during the pandemic. Gartner ). percent from 2021 to 2028. Gartner ). billion in 2020 to $13.9 GrandView Research ). Juniper Research ).

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Experience Investigators

JUNE 13, 2023

A few years ago, Gartner reported that nearly 90% of organizations did. In fact, Gartner’s 2019 CX Management Survey indicated that less than 46% of CX leaders report directly to the CEO, underscoring the strategic importance placed on this function. Do you have a Chief Customer Officer?

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Totango

OCTOBER 20, 2021

The best way to do this is to take a modular, agile approach to customer journey optimization, advises technology research firm Gartner in a report on effective customer journey mapping. Totango is designed to provide exactly the type of modularity Gartner recommends.

Customer Journey Map 91

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 91

Execs In The Know

SEPTEMBER 28, 2023

Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat them. It’s not a simple feat, but cultivating trust among your customers and ensuring they return is one of the most valuable things you can do for your business—and the data shows it.

CX 52

CX Artificial Intelligence Customer Loyalty Retail 52

Zendesk

DECEMBER 21, 2021

We’re well into the final quarter of 2021, and that means it’s time for the fiscal year to wrap up, year-end statistics to flood in, and 2022 strategizing to begin. It’s 2021: Over 90 percent of consumers research products online before purchasing. Buyers are more informed than ever before. It’s not hard to see how this happened.

Sales 98

Sales Social Media CRM B2B 98

Hodusoft

DECEMBER 7, 2021

Gartner lists HoduCC Predictive Dialer Software among Emerging Favorites. Gartner Digital Markets entity Capterra listed our Predictive Dialer Software as an Emerging Favorite in its 2021 list published recently. Every recognition is hard-earned, and it means much more when you find noteworthy mention by someone you admire.

Contact Center 52

Contact Center Engineering Innovation Technology 52

Sprinklr

SEPTEMBER 9, 2021

According to Gartner data , 62% of marketing leaders report facing a significant or moderate challenge in leveraging integrated customer data. Reporting: Does the tool come with standardized reports specific to business objectives? Advantages of trying a social listening tool.

Social Listening 110

Social Listening AI Social Media CXM 110

Totango

OCTOBER 20, 2021

The best way to do this is to take a modular, agile approach to customer journey optimization, advises technology research firm Gartner in a report on effective customer journey mapping. Totango is designed to provide exactly the type of modularity Gartner recommends.

Customer Journey Map 72

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 72

Totango

OCTOBER 20, 2021

The best way to do this is to take a modular, agile approach to customer journey optimization, advises technology research firm Gartner in a report on effective customer journey mapping. Totango is designed to provide exactly the type of modularity Gartner recommends.

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Zendesk

DECEMBER 6, 2021

Consider Japanese retailer Uniqlo, which reported increased revenue and profit in 2021. Research also shows that being customer first can improve the bottom line— 87 percent of customers report that a good customer service experience would change their behavior as customers. Deliver proactive customer experiences.

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

Execs In The Know

JUNE 9, 2023

According to a Gartner report , one in 10 agent interactions will be automated by 2026, an increase from an estimated 1.6% Although this number is up from 57% in 2021, it is still down substantially from 2020 when 71% of organizations had deployed (or planned to deploy) AI. of interactions today that are automated using AI.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

Execs In The Know

OCTOBER 6, 2022

trillion in 2021 and are expected to increase to $7.4 Because of customers’ desire and lower total costs of ownership, Gartner predicts by 2025 we will see 80 percent of customer service operations embracing messaging channels. And, it appears Gartner is not alone in their prediction. ‘Tis the Season for Digitalization.

Retail 52

Retail E-commerce Contact Center Social Media 52

Aquire

JULY 6, 2021

Incredibly, throughout this whole journey, according to Gartner’s 2019 Future of B2B Buying Journey Report, most B2B buyers spend only 17 percent of their time actually talking to you. In fact, the typical buying group for a complex B2B solution involves six to 10 decision makers according to Gartner. Stay front of mind.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Zendesk

APRIL 6, 2021

Likewise, with their mobile app for delivery drivers , users can report delivery issues without having to call dispatch for support. Gartner predicts that by 2022, 70 percent of customer interactions will involve chatbots and mobile messaging. AI-powered chat and messaging. or “What’s the status of my order?”.

Engineering 52

Engineering Omnichannel AI Start-ups 52

Taylor Reach Group

JULY 6, 2018

Gartner predicts that Global AI business value to reach US$1.2 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. are reported to be considering the cloud within the next six to 12 months. trillion in 2018.

Contact Center 58

Contact Center Technology Technology Customer Journey Map 58

Aquire

NOVEMBER 17, 2021

It has been years since Gartner first reported that most companies started competing primarily on CX. percent annually from 2021 to 2028. In fact, Forrester reported recently that over 70 percent of retail sales will come from stores in the next few years. This is good news.

Retail 98

Retail B2C Customer Experience Omnichannel 98

Execs In The Know

AUGUST 10, 2021

As of May 2021, there was a record-high 9 million open jobs in the U.S. According to Gartner research, 70% of customer service and support agents prefer to work at home. Despite that fact, employers across the country are searching for ways to find qualified candidates for open requisitions.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Hodusoft

MARCH 13, 2024

As per a report released by Straits Research in October 2022, the global banking, finance, and accounting BPO services market size is projected to grow at a compounded annual growth rate of 9.52 billion in 2021 to USD 205.32 percent from USD 90.57 billion by 2030.

Contact Center 52

Contact Center Compliance Social Media AI 52

Aquire

JULY 13, 2021

With that in mind, we can say that the battle for brand loyalty in 2021 and beyond will be won by businesses that take customer experience (CX) seriously and execute strategies audiences connect with. According to Gartner, customer experience drives over 60 percent of brand loyalty, more than price and product combined.

Customer Experience 59

Customer Experience Social Media Net Promoter Score Omnichannel 59

Zendesk

FEBRUARY 17, 2021

The Zendesk Customer Experience Trends 2021 report found that nearly a third of customers started buying from new companies during the pandemic, and most plan to keep shopping with them in the future. And while loyalty is still important on the consumer index, recent Gartner research reveals it’s no longer in the top rank.

Retail 98

Retail E-commerce CX Start-ups 98

Uniphore

JULY 23, 2021

But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition. The study found that only about one in every three reps felt engaged in their work.

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Shep Hyken

SEPTEMBER 27, 2021

Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year. The post 5 Top Customer Service Articles of the Week 9-27-2021 appeared first on Shep Hyken. Four Simple Ways To Reinforce Customer Loyalty by Logan Rush. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Fonolo

JANUARY 4, 2022

Source: Gartner. 81% of Americans report that businesses either meet or exceed their expectations in customer service. 27% of Americans report “lack of effectiveness” as their number one frustration with customer service. 37% of customers report using a chatbot on a website. trillion of value by 2021.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Qualtrics

DECEMBER 2, 2021

The results of Gartner’s 2021 search for the best Voice of the Customer (VoC) platforms is in — and for the second consecutive year CustomerXM has been named a ‘leader’ in this year’s report. Download the Gartner VoC Report 2021. In 2021 alone, 1.5 And CustomerXM does both. Platform innovation.

Voice of the Customer 26

Voice of the Customer VOC Innovation CX 26

Intercom, Inc.

MAY 14, 2018

53%: Consumers are 53% more likely to shop with a business they can message ( Facebook Nielsen report, 2016 ). 76%: Buyers are most willing to exchange their information for white papers (76% were willing), eBooks (63%), webinars (79%), case studies (57%) and third-party/analyst reports (66%). Conversion. Content marketing. Conversion.

Social Media 223

Social Media Entertainment Engineering Artificial Intelligence 223

Zendesk

JANUARY 10, 2023

reveals that 61 percent of support leaders are reporting an increase in contact volume—a trend that many expect will continue. According to a report from IT services and consulting company CGS , 79 percent of organizations already are or will start outsourcing customer support this year. It doesn’t stop there, though.

Omnichannel 52

Omnichannel Business Growth Customer Service Customer Expectations 52

Hodusoft

OCTOBER 26, 2021

HoduSoft joins GITEX 2021 at Dubai with Tech Giants; exhibits UC products. At the GITEX Technology Week 2021, the leaders of the world’s renowned technology companies exhibited their ambitious products and services. Gartner named HoduCC as the FrontRunner and CategoryLeader in its latest Digital Markets Report. .

Contact Center 52

Contact Center Government Omnichannel Technology 52