Digital Identity Wallets gaining traction, say analysts
At least 500 million smartphone users will be regularly making verifiable claims using a digital identity wallet (DIW) by 2026. Identity verification (IDV) in the form of a user taking a picture of their identity document and a selfie is commonly used today for all kinds of customer interactions, especially in banking and financial services. […]
RESEARCH: Only 14% of customer service issues are fully resolved in self-service
Only 14% of customer service and support issues are fully resolved in self-service – even for issues that customers describe as “very simple”, only 36% resolve fully in self-service. While many organizations have made considerable investments in self-service capabilities, a Gartner survey of 5,728 customers conducted in December 2023 revealed that resolution rates remain low. “While […]
Two-thirds of public would prefer companies didn’t use AI for customer service
Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service. That’s according to a survey by Gartner, which found that 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service. A Gartner survey of 5,728 […]
Are these the Top 3 priorities for customer service leaders in 2024?
Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities for customer service and support leaders in 2024, according to Gartner. A Gartner survey of 246 customer service and support leaders conducted September through October 2023 revealed service and support leaders’ priorities for the coming […]
Analyst identifies the three technologies that will ‘transform’ customer care this decade
Generative AI, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to Gartner.“The common theme of these three technologies are their ability to streamline the customer journey and enable customer service leaders to meet customers’ growing expectations,” said Drew Kraus, VP Analyst in the Gartner Customer Service […]
AI capabilities to push global contact centre market to 16% growth in 2023
The global contact centre (including conversational AI and virtual assistant) end-user spending is projected to total $18.6 billion in 2023, an increase of 16.2% from 2022, according to Gartner. “Near-term investment growth rates for CC and CC conversational AI and virtual assistants are expected to dip as business volatility creates a lengthening of decision cycles,” […]
Only 8% of B2B & B2C customers used a chatbot during most recent customer service interaction
Only 8% of customers used a chatbot during their most recent customer service experience, and of those just 25% said they would use that chatbot again in the future. New research from Gartner suggests that despite customer service and support leaders’ growing focus on chatbots, customer use of them remains low, suggesting they don’t consistently […]
These are the technologies impacting customer service and support in 2023
The technologies with the most current value to service and support organisations are those that support assisted service. That’s according to a Gartner survey of over 200 customer service and support leaders conducted December 2022 through February 2023, which revealed that the top technologies currently impacting customer service include: case management systems, internal collaboration tools […]
2023’s top 10 data and analytics trends identified
A Gartner study has identified what it says are the top 10 data and analytics (D&A) trends for 2023 – stating they can guide D&A leaders to create new sources of value by anticipating change and transforming extreme uncertainty into new business opportunities. “The need to deliver provable value to the organization at scale is […]
‘Connected Rep’ strategy will improve contact centre efficiency by 30%
Customer service functions that implement the “connected rep” will improve contact centre efficiency by 30% by 2026. The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to reduce rep effort and increase consistency across interactions. […]
