Forrester's Customer Insights

JULY 30, 2020

By 2030, banking will be invisible, connected, insights-driven, and purposeful. Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade.

Banking 51

Banking Connections 2030 Insights 51

Inbenta

NOVEMBER 3, 2022

There’s no denying it: the healthcare industry is experiencing rapid changes and advancements in technology every year. Million by 2030 , growing at a CAGR of 19.16% from 2022 to 2030. With AI technology, chatbots can answer questions much faster – and, in some cases, better – than a human assistant would be able to.

Healthcare 96

Healthcare 2022 2030 Hospitality 96

Currency Alliance

DECEMBER 7, 2021

I encourage you to keep experimenting because the constraint with AI is not the technology, but the lack of sufficient or clean data – two aspects covered by our Loyalty Imperatives. This is tricky even for the best technology. lowering cost of available technologies. Push forward with digital transformation. B2B loyalty.

2030 52

2030 2022 Loyalty Loyalty Programs 52

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

Calabrio

MARCH 31, 2025

In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go. How can this technology translate into real, impactful improvements for your contact center?

Contact Center 52

Contact Center Customer Service Virtual Agent 2025 52

Thematic

JANUARY 21, 2025

billion by 2030. It’s about exploration—finding keywords, phrases, or connections you didn’t know existed. For instance, while text mining might highlight that "late delivery" frequently appears in feedback, text analytics connects this to a drop in customer satisfaction scores.

Insights 62

Insights Social Media E Commerce 2030 62

West Monroe

JUNE 13, 2022

New technologies and the industry’s ability to produce essential PPE, ventilators, and other critical goods during the pandemic has also shifted negative public perceptions. Manufacturers need to think beyond the challenges of 2022 and invest in the workforce of 2030. Define who you will be in 2030. landscape.

2030 90

2030 2022 Government Culture 90

Thematic

FEBRUARY 2, 2025

billion by 2030. Basically, these technologies understand text, learn from patterns, and even predict trends, making qualitative data analysis a breeze. Check for Integration : Try connecting the tool to your existing systems, like CRM or analytics platforms, to confirm smooth data flow. billion, with projections to grow to $52.21

Social Media 62

Social Media 2030 Customer Satisfaction Feedback 62

Solvvy

OCTOBER 12, 2022

Here’s everything you need to know about these solutions, including how they work and the technology that allows them to deliver relevant and accurate information, simulate human conversations, and provide value to your operation. Introduction to Artificial Intelligence Chatbots. Are All Chatbots Artificial Intelligence Chatbots?

2030 94

2030 Virtual Agent Interaction Technology 94

West Monroe

OCTOBER 19, 2023

But by 2030, they expect digital operations to deliver tangible benefits in the form of speed and flexibility, customer satisfaction, and financial returns. To support their digital aspirations, manufacturers expect to increase technology investment relative to current levels. Expectations for return on investments are high.

ROI 52

ROI Technology Return on Investment 2030 52

West Monroe

OCTOBER 19, 2023

But by 2030, they expect digital operations to deliver tangible benefits in the form of speed and flexibility, customer satisfaction, and financial returns. To support their digital aspirations, manufacturers expect to increase technology investment relative to current levels. Expectations for return on investments are high.

ROI 52

ROI Technology Return on Investment 2030 52

Oracle

APRIL 22, 2021

Corporate donations, connections. The company’s Patagonia Action Works effort connects committed individuals to organizations working on environmental issues in the same community, enabling customers and non-customers alike to connect with environmental action groups and get involved with the work they do.

2030 73

2030 Magazine 2025 Sports 73

CSM Magazine

JULY 18, 2024

Contact Center Builder aims to simplify complex CCaaS setups, democratizing access to advanced contact center technology. “Contact Center Builder delivers on that by making what was once a complex setup now possible in minutes, democratizing access to sophisticated contact center technology.”

2030 52

2030 Contact Center 2023 2022 52

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Now, banks are not only expected to provide immediate assistance but also to adopt real-time payment technologies. The revenue of the banking AI industry will exceed 64 billion US dollars by 2030. .

Banking 88

Banking 2023 Customer Experience Financial 88

CSM Magazine

FEBRUARY 28, 2023

They are not only comfortable with technology, but also expect it in their interactions with brands. Social media has become a cornerstone of Gen Zalpha’s lives, providing them with an easy way to connect and communicate with their peers. What Sets Gen Zalpha Apart from Other Generations?

Customer Service 52

Customer Service 2030 Social Media 2010 52

CSM Magazine

MARCH 20, 2024

With the advent of advanced technology, the marketplace is witnessing the emergence of machine customers: non-human entities that autonomously engage in transactions much like humans do, from purchasing goods to utilizing services. Below are specific components that facilitate service to this new type of clientele.

Transportation 52

Transportation 2030 Automotive Entertainment 52

ChurnZero

OCTOBER 6, 2023

Over the course of two days, we made invaluable connections, talked about all things CS and SaaS, and got to peel back the curtain on the strategies, tactics, and challenges of todays top CS organizations. The motion this year didnt hold back, asserting that AI will replace most of your CS team by 2030. And that’s a wrap.

2023 52

2023 2030 Chief Customer Officer E-support 52

Inbenta

OCTOBER 11, 2021

billion by 2030. . What’s more, the language processing technology behind chatbots and voice interfaces is capable of learning as it goes along, evolving with its users. By imbuing the chat journey with your brand’s persona, you can create a sense of genuine connection and build customer trust.

2028 69

2028 2030 Interaction Virtual Agent 69

ChurnZero

NOVEMBER 30, 2023

Suddenly, the rise of AI seemed to be more science than fiction, leading to a vigorous debate as to whether or not technology will replace human labor. The question: Will AI replace most of your Customer Success team by 2030? While the technology is likely to improve over time, she doesn’t think it will happen by 2030. “Six

Customer Success 52

Customer Success 2030 Management Chief Customer Officer 52

LiveChat

NOVEMBER 20, 2018

The technology is rapidly expanding and so are the number of devices. In fact, IHS Markit expects that by 2030, 125 billion devices could be connected via the IoT. It’s a network of devices that are connected to each other via the internet. It’s possible to connect different home appliances to the internet as well.

E Commerce 78

E Commerce Customer Experience E-support B2B 78

Think Customers

SEPTEMBER 27, 2021

The UK’s EV charging market is expected to grow by 29% year-over-year through 2030 according to Delta-EE, an energy market research consultancy. For EV we are seeing charging/connected inquiries at 900 seconds versus 400 seconds for an ICE vehicle. The relationship between human associates and technology has never been more critical.

Automotive 52

Automotive Omnichannel 2030 Sales 52

Magellan Solutions

AUGUST 19, 2021

The surge in digital banking transactions in recent years has further prompted traditional banks to explore their own technological solutions and elevate their digital offerings. . Artificial intelligence and technological advancements will render better management of banking services executed at lower operational costs.

Banking 52

Banking Retail 2022 2021 52

CSM Magazine

APRIL 5, 2018

While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s. AI is expected to take over around 38% of US jobs by the year 2030. Text chat has less than 60% and ChatBots even less.

Customer Care 40

Customer Care 2004 2030 Average Handle Time 40

Comm100

JANUARY 11, 2023

billion USD by 2030. After success with Comm100 Live Chat to connect with more digital-first customers, CBS saw an opportunity to automate the requests taking up the majority of their agent’s time. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada.

2023 98

2023 Customer Service Return on Investment Healthcare 98

Magellan Solutions

JULY 29, 2021

Once a technological possibility for some industries, the reality is disrupting sectors across markets globally and affecting all aspects of our lives. . Once they do connect with a human, it’s more frequently in a chat window with someone who’s engaged in multiple outbound telemarketing services Philippines at once.

Call Center 52

Call Center Social Media Contact Center Omnichannel 52

West Monroe

DECEMBER 20, 2022

technologies will be significant to reaching sustainability targets. technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Green IT : Enterprise technology accounts for 1% of global greenhouse emissions. The result?

2021 52

2021 2022 Metrics Leadership 52

West Monroe

DECEMBER 20, 2022

technologies will be significant to reaching sustainability targets. technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Green IT : Enterprise technology accounts for 1% of global greenhouse emissions. The result?

2021 52

2021 2022 Metrics Leadership 52

SurveySensum

NOVEMBER 3, 2023

It’s a prime example of how technology can enhance our interactions, making customer service a place where your needs are met with efficiency and empathy. Businesses are offering customer service through various platforms like chat, social media, and email, ensuring they are available where customers prefer to connect.

2024 52

2024 Customer Service E Commerce E-support 52

Magellan Solutions

DECEMBER 7, 2022

Telehealth Services is the process of giving care and medical services from a distance using technology for communication. It was first thought of as a way to improve access to health care and to help doctors connect with patients. Since then, it has given us new ways to share data and talk to each other. billion in 2022.

Healthcare 75

Healthcare Insurance Hospitality 2030 75

West Monroe

JANUARY 25, 2022

It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms. The decision to build, buy, or partner to compete with fintechs and large digital technology companies.

Banking 52

Banking 2022 Financial Multi-Channel 52

SurveySparrow

JANUARY 5, 2021

For instance, if your company invests in a technology that increases the employee experience and improves their productivity. High turnover rates are expensive, and according to the catalyst, by 2030, the US will lose nearly $430 billion because of low talent retention. Employee turnover can cost a lot to your company.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

Clarivate

SEPTEMBER 27, 2022

This report warns that unless action is taken , an estimated 700 million people may be displaced by drought by 2030, and an estimated one in four children will live in areas with extreme water shortages by 2040. The global perspective he and his coauthors employ highlights the intricate connectivity of our water supply across the planet.

2030 98

2030 2013 2021 Government 98

SurveySensum

JULY 20, 2023

According to the Salesforce research report, ‘ State of the Connected Customer ’, 63% of customers expect businesses to understand their unique needs and expectations. Embrace innovation: Be open to incorporating innovative solutions, technologies, and strategies that align with customer demands. Don’t let this be your story.

Retail 52

Retail Feedback 2023 Social Media 52

West Monroe

FEBRUARY 11, 2024

From conversations at the Manufacturing Leadership Council’s December 2023 Manufacturing in 2030 event, it became clear that the industry is still far from delivering on the vision of Industry 4.0. strategy as the top challenge to adopting and using those technologies. Although we have been discussing the value of industry 4.0

2030 52

2030 Technology Return on Investment Connections 52

West Monroe

FEBRUARY 26, 2023

A recent Business Insider headline read, “By 2030, cleantech market could surpass the value of oil market.” There’s a budding and nuanced ecosystem that goes far beyond the traditional renewable plays—as well as new regulations, technologies, and business models. Technology orchestration layer.

2023 52

2023 Government 2022 2030 52

ChurnZero

APRIL 7, 2023

billion by 2030, according to research from Acumen research and consulting. AI resources to dig deeper It’s easy to become romantic about new technology. Tags different components of the data (i.e., Things like spell check, auto-correct, and now suggested replies and auto-generated text are becoming normal practices in how we work.

2030 52

2030 E-support Definition Entertainment 52

West Monroe

APRIL 4, 2023

In the Manufacturing Leadership Council’s recent research, Manufacturing in 2030 Survey: A Lens on the Future , 84% of respondents said they expect the pace of digital transformation to accelerate. We can expect to soon see it embedded in workplace technologies, enterprise resource planning systems, and other business applications.

2023 52

2023 Measurement Leadership 2030 52