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 […]
Chat apps driving the conversation when it comes to customer engagement
New research has revealed an apparent growing trend towards conversational experiences for customer communications, with chat apps such as WhatsApp Business Platform and social media channels such as Instagram driving the trend. Infobip analysis shows that traditional channels like SMS still play an important role for time-sensitive messages, two-factor authentication, and one-time passwords. But when […]
Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects, according to a new industry survey of contact centre industry professionals. 102 UK Contact Centre Directors and Managers took part in the online “How successfully has your contact centre embraced hybrid […]
Customer service being ‘neglected’ too often, says research
Nearly half (42%) of Brits don’t feel that customer service is a widespread business priority, leading to brand images being tarnished and business lost. In the Make Every Conversation Count report from FM outsource a quarter (24%) of people felt that the general standard of customer service has declined in recent years. Respondents were most critical […]
