Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up.

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

Think Customers

DECEMBER 19, 2024

Thats always been the case but as we head into 2025, things feel different. As we head in 2025, here are 5 major trends that will reshape the way CX is delivered in the contact center. Contact centers traditionally tend to be very segmented, but in 2025 those silos will start breaking down.

2025 52

2025 Contact Center Customer Experience Insights 52

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. Recent estimates suggest that a staggering $3.8 switching from chat to call).

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Optimove

JANUARY 1, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. Now, 2025 will be the year humans wrest control of GenAI to ensure it is properly used to deliver real-time, precision marketing messages.

2025 52

2025 Marketing Omnichannel Touchpoint 52

SurveySensum

NOVEMBER 26, 2024

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Data Collection and Feedback Mechanisms Qualtrics : It enables users to gather feedback from multiple channels which fosters an omnichannel feedback collection, ensuring that no insight is lost.

2025 52

2025 NPS Multi-Channel Feedback 52

SurveySensum

JANUARY 16, 2025

Their support involves, but is not limited to the following: Self-help articles and videos Omnichannel support experience via Email, Live Chat, Phone Support, etc Dedicated CX Manager Implementation support Onsite support CX consultation Text Analysis Qualtrics : Qualtrics offers text and sentiment analysis tools only on its advanced levels.

2025 52

2025 Multi-Channel NPS Feedback 52

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI.

Contact Center 52

Contact Center Customer Service Virtual Agent 2025 52

Comm100

NOVEMBER 23, 2022

Personalized support through omnichannel expands. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. The personalization opportunities of omnichannel are only limited by the services connected.

2023 98

2023 Customer Service Omnichannel 2025 98

Calabrio

MARCH 22, 2025

Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand.

Contact Center 52

Contact Center Management Call Center Measurement 52

delighted

OCTOBER 3, 2024

trillion by 2025. 75% of households are expected to own smart speaker devices by 2025, while 43% of voice-enabled device owners use their device to shop. New technologies and innovations continue to make online retail an exciting avenue for customers to shop with your brand. Is omnichannel still an ecommerce trend?

Retail 93

Retail 2024 Social Media 2028 93

Think Customers

JANUARY 17, 2025

Technology is not the solution, said Martin Urrutia, head of global retail experience and innovation at The LEGO Group. In 2025, 37% of U.S. AI is playing a key role in efforts, but retailers said tech alone wont drive the results they need. When its used in the right way, it will only amplify what were doing [elsewhere].

Retail 52

Retail Social Media 2028 2025 52

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI).

Contact Center 78

Contact Center Omnichannel Social Media 2008 78

Thematic

FEBRUARY 24, 2025

62% of customers think experiences should flow naturally between physical and digital spaces, reinforcing the need for seamless omnichannel experiences. AI-driven predictive maintenance has reduced downtime by up to 40% in manufacturing—a concept that applies to customer experience as well (AI-Driven Data Analytics, 2025).

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Interactions

MARCH 28, 2019

Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. The road to omnichannel needs to scale. Omnichannel is a prerequisite for a great customer experience. Customer experience is more important than ever.

Customer Engagement 63

Customer Engagement Engagement Contact Center Omnichannel 63

SurveySensum

JANUARY 16, 2025

Their support involves, but is not limited to the following: Self-help articles and videos Omnichannel support experience via Email, Live Chat, Phone Support, etc Dedicated CX Manager Implementation support Onsite support CX consultation Text Analysis Qualtrics : Qualtrics offers text and sentiment analysis tools only on its advanced levels.

2025 52

2025 Multi-Channel NPS Feedback 52

Forrester's Customer Insights

JANUARY 14, 2025

Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.

Banking 26

Banking 2025 Technology Customer Insights 26

Kustomer

JANUARY 7, 2022

In order to deal with the highest stakes we’ve seen in a lifetime, businesses have been innovating the ways in which they engage with and sell to consumers. trillion by 2025. While popular before the pandemic, subscription-based businesses in particular have been enjoying accelerated growth within this transformed shopping culture.

Customer Service 79

Customer Service E Commerce E-support Automotive 79

ViiBE Blog

FEBRUARY 9, 2021

billion USD by 2025. The rise of omnichannel integration in field service management. What does omnichannel mean? Omnichannel is a strategy that integrates communication channels. Simply put, omnichannel is innovation through integration. How does omnichannel support add value to field service management?

2021 52

2021 Management Omnichannel Net Promoter Score 52

Magellan Solutions

NOVEMBER 4, 2022

Next factor is their ability to innovative methods of hiring and developing talent (67%). By 2025, there will likely be 4.6 KEEPING UP OMNICHANNEL SUPPORT. As per Deloitte, outsourcing companies that are “effective” put a strong emphasis on diversity in their leadership teams (80%). Email Monday. hours on average.

E-support 75

E-support 2025 Consumers Customer Satisfaction 75

SurveySensum

SEPTEMBER 14, 2020

Companies that were expecting to move digitally in 2025 are already here. . Use innovative technologies. Serve digital CX with new innovative technologies such as AI chatbots, intuitive applications, quick sentiment feedback with NLP, text and sentiment analysis, comprehensive CX platforms, and more. .

Customer Experience 59

Customer Experience Social Media Multi-Channel Call Center 59

Magellan Solutions

AUGUST 15, 2022

3: E-COMMERCE THAT IS HEADLESS & APPLICATION PROGRAMMING INTERFACE (API)-DRIVEN ENABLES CONTINUED INNOVATION. 4: OMNICHANNEL CUSTOMER EXPERIENCE. 4: OMNICHANNEL CUSTOMER EXPERIENCE. trillion in 2025, according to the Italian consulting firm Finaria and circulation of Forbes. 5: SUSTAINABILITY IS GAINING SIGNIFICANCE

E Commerce 40

E Commerce 2022 2023 B2C 40

Avaya

MAY 24, 2016

billion through 2018 , and expected to exceed $60 billion by 2025. It’s a huge, growing, global market fueled by ongoing innovation and seemingly endless opportunity. As we continue to innovate—continue to improve technology—changing the world becomes not only more noticeable but also more realistic. billion in 2016 , to $41.5

2016 40

2016 2018 2020 2025 40

West Monroe

JANUARY 25, 2022

Consumers still want an omnichannel experience. All banks are standing at the intersection of unprecedented global economic upheaval, revenue disruption, digital innovation, and cultural change. The challenge for 2022 and through 2025 will be how new digital players in and around the banking space will capitalize on this opportunity.

Banking 52

Banking 2022 Financial Multi-Channel 52

CSM Magazine

MARCH 14, 2025

Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. The Role of Technology: AI and Omnichannel Loyalty Programs The evolution of loyalty programs in recent years has underscored one undeniable fact: technology is at the core of staying competitive in customer loyalty.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

InteractionMetrics

MARCH 20, 2025

Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include. Without further ado, here are our top picks for Customer Experience Management Software in 2025. What Is CX Software?

2025 52

2025 Multi-Channel Contact Center Social Media 52

SmartKarrot

JANUARY 18, 2022

A report from Bain & Company predicted that “Indian SaaS companies will reach $30 billion in revenue by the year 2025”. Found by Manoj Dawane in 2016, VTION is an Indian-origin media technology innovation company that aims at measuring media audiences by analyzing consumer trends and behaviors.

2011 11

2011 E Commerce E-support 2008 11

Avaya

JULY 27, 2017

Virtual reality has become critical for FSPs to engage with customers, so much so that VR is now just as preferred as social media within FSPs’ omnichannel strategies. Overall, Goldman Sachs believes the AR/VR market will be worth $80 billion by 2025. So, what does VR look like within the financial services industry?

Financial 50

Financial Customer Experience Multi-Channel Banking 50

Optimove

NOVEMBER 25, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: As we approach 2025, the marketing landscape is rapidly evolving, requiring marketers to stay ahead of emerging trends and technologies to maintain a competitive edge. Below are our top 11 predictions for where the marketing landscape is headed in 2025.

2025 108

2025 Technology Marketing Omnichannel 108

SurveySensum

NOVEMBER 22, 2024

So, if you are looking for an alternative to Qualtrics then scroll down and see our tried and tested list of top 15 Qualtrics alternatives 2025. 5) 15 Best Qualtrics Alternatives and Competitors of 2025 Stop right there! After some research, I’ve listed out the top 15 Qualtrics competitors and alternatives for 2025. 5) Promoter.io

2025 52

2025 2024 Multi-Channel NPS 52

Retently

NOVEMBER 27, 2024

The Rise of Social Commerce : According to McKinsey , global social commerce sales are projected to reach over $2 trillion by 2025. Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. Emerging Channels 1.

Sales 148

Sales Social Media Multi-Channel Loyalty 148

BirdEye

MARCH 25, 2025

The 1 tool every small business needs: Birdeye GenAI platform 7 tips to simplify marketing automation for small business How will marketing automation for small businesses evolve in 2025? Messaging AI : Manage omnichannel customer conversations from a unified inbox. How will marketing automation for small businesses evolve in 2025?

Marketing 52

Marketing Social Media Multi-Channel 2025 52