Contact centre solutions: 2024 buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring and top the list of solutions the UK’s leading industry professionals are sourcing in 2204, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 29th & 30th in London. Delegates […]
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 […]
Two thirds of digital experiences are damaged by outdated technology
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology. That’s according to FullStory research based on surveys 700 professionals responsible for building customer experiences online, including product teams, marketers and UX professionals. The global survey spans the USA, Germany, The Netherlands, Australia, Singapore, Indonesia […]
Cloud and cyber threats pushing European IT spending to $1 trillion next year
IT spending in Europe is projected to total $1.1 trillion in 2024, an increase of 9.3% from 2023, as businesses allocate more funding to cloud solutions and heading off cyber threats. That according to the latest forecast by Gartner, which says that despite a conflated economic situation, IT spending in Europe continues to be recession-proof. […]
Contact & customer service centres: 2023/24 buying trends revealed
Artificial Intelligence, Agent Coaching & Monitoring and Call Centre Technology top the list of solutions the UK’s leading industry professionals are sourcing in 2023/24. The findings have been revealed following the recent Contact Centre & Customer Services Summit, which took place last week. Delegates registering to attend the event were asked which areas they needed […]
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 […]
