Forrester's Customer Insights

OCTOBER 23, 2024

After a challenging 2024, two themes will dominate the enterprise software market in 2025: trust and value. Learn more in our 2025 predictions for enterprise software.

Software 52

Software Marketing Technology Management 52

Forrester's Customer Insights

AUGUST 1, 2024

The majority of security technology decision-makers anticipate further budget increases in 2025. Learn three key areas for CISOs to focus on in the year ahead in this preview of our 2025 Budget Planning Guide for security leaders.

Technology 55

Technology Data Trends Management 55

CSM Magazine

OCTOBER 24, 2024

UK ecommerce retailers will widen their adoption of artificial intelligence (AI) to include solutions that improve and streamline post-purchase experience in 2025. Current AI adoption by UK online retailers in 2024 Planned AI adoption by UK online retailers in 2025 1. Gen AI for translations and copy writing – 57% 1.

Ecommerce 52

Ecommerce Roadmap Retail Chatbots 52

Forrester's Customer Insights

OCTOBER 22, 2024

The normally slow-moving technology infrastructure space will see significant disruption in 2025, driven by accelerated appetite for all things AI. Find out more in our 2025 predictions for technology infrastructure and operations.

Technology 26

Technology Strategy Customers 26

Forrester's Customer Insights

OCTOBER 22, 2024

In 2025, the true potential of generative AI as a growth driver will be tested. B2B marketing, sales, and product teams should prepare for the good, bad, and even ugly outcomes of trying to generate value from this hot technology.

B2B 40

B2B Sales Technology Marketing 40

Optimove

JANUARY 3, 2024

While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. The Big Picture: In this post, we explore 14 strategic imperatives for success in 2025, based on the trends we’re currently seeing in 2024. This is a checklist to make sure you stay ahead of the curve.

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

Forrester's Customer Insights

OCTOBER 24, 2024

As retailers brace for a challenging 2025, technology will play a crucial role in offsetting the impact of waning consumer demand on their business.

Retail 29

Retail Consumers Technology Trends 29

Forrester's Customer Insights

AUGUST 1, 2024

Technology architecture leaders see positive economic signs heading into the 2025 budget planning season. Find out how you can optimize your budget in the year ahead to fund new technology investment and experimentation.

Technology 36

Technology Strategy 36

Forrester's Customer Insights

OCTOBER 24, 2024

For B2C CMOs, 2025 will be less sensationalized and more operationalized. The result? They will step up in the broader business to lead amid a heightened confluence of operation and opportunity.

B2C 29

B2C Government Data Trends 29

Forrester's Customer Insights

OCTOBER 23, 2024

After a challenging 2024, manufacturing and transportation firms and leaders will use technology to adapt to the tricky environment in which they and their customers find themselves. Find out more in our 2025 predictions for smart manufacturing and mobility.

Transportation 26

Transportation Technology Automotive Customers 26

Forrester's Customer Insights

AUGUST 1, 2024

Technology leaders find themselves at a crossroads this budget planning season. Get pragmatic advice on where to spend your tech budget in 2025 to achieve better business outcomes.

Technology 36

Technology Innovation 36

Forrester's Customer Insights

OCTOBER 23, 2024

The upcoming year will see investment firms wrestle with restless offspring and technologies that have moved from “emerging” to “almost there.” In other words, 2025 will feel like a centuries-old industry has just hit its teens.

Industry 26

Industry Technology Management 26

Think Customers

JUNE 24, 2024

The yin and yang of people and technology was on full display. The one question on everyone’s mind, as it was at Internet World decades ago: “How do I integrate technology to innovate without damaging my brand, customer, or employee experience?” Technology alone is not the answer. “We

Conference 59

Conference Technology Meeting Contact Center 59

Kerry Bodine

NOVEMBER 22, 2017

By the end, I saw four major areas in which the discipline of service design needs to focus in order to be able to scale: technology, ubiquity, coaching, and delivery. In today’s post, I’ll talk about technology. Larry’s talk also made me think of technology like IBM Watson and Salesforce Service Cloud in a new way.

Technology 120

Technology Conference How To Trends 120

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. billion subscribers worldwide – 20% of global connections — by 2025. Extensive Training.

Technology 109

Technology Self Service Wireless Telecommunications 109

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. By embracing a diverse range of metrics and technologies like AI, businesses can gain a nuanced understanding of customer sentiment.

Metrics 369

Metrics Analysis Feedback NPS 369

AWS Machine Learning

AUGUST 29, 2024

Every lap on the track is a step closer to mastering the tools that drive modern solutions, making me ready for the future of technology.” – AWS DeepRacer League veteran Daryl Jezierski, Lead Site Reliability Engineer at The Walt Disney Company.

Training 123

Training Course Innovation Management 123

Forrester's Customer Insights

AUGUST 1, 2024

Business and technology leaders are gearing up to spend in the coming year. Making the most of modest budget hikes will take cross-functional collaboration, a willingness to part with outdated tech, and strategic experimentation with (and beyond) AI.

Technology 66

Technology B2B Marketing Customer Experience 66

TechSee

JUNE 10, 2021

But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . The technology has been thoroughly proven to greatly reduce – and even eliminate – the need for a truck roll. By 2025, the IDC predicts that the number will rise to 41.6 of data by 2025. .

Self Service 207

Self Service Innovation Analytics Transportation 207

TechSee

JULY 30, 2024

I’m Megan Saucier , your friendly guide through the ever-evolving landscape of technology. Whether it’s AI, Visual Intelligence, Contact Centers, or simply making people smile through technology, I’m here to share insights, stories, and a few laughs along the way.

Contact Center 124

Contact Center Customers Study Analytics 124

Oracle

APRIL 10, 2019

With revenues of over $328 billion in 2017 and a projection of $390 billion in 2025, there are many ways technology can influence these numbers. Now, companies like MTailor have technology that measures your body for perfect-for-you fit. . Tech tailors.

Apparel 92

Apparel Industry Technology Retail 92

ShepHyken

OCTOBER 13, 2024

The CX Trends to Watch in 2025 by Melanie Mingas (CX Network) From data utilization to consumer tech and the role of CX in business, there are big changes on the way for CX in 2025 My Comment: It’s hard to believe we’re less than three months away from 2025. Here’s the first list of CX trends I’ve seen.

Customer Service 69

Customer Service Trends User Experience Customer Service Training 69

AWS Machine Learning

OCTOBER 17, 2023

It means putting aside technology and solutions, starting from the expected results of customers, confirming their value, and then deducing what needs to be done in reverse order before finally implementing a solution. billion RMB in 2020 and is expected to reach 810 billion RMB in 2025. This method is called working backwards at AWS.

Technology 121

Technology Video Effort Score Innovation 121

Oracle

APRIL 22, 2019

This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time. So what is AR technology? Augmented reality has since evolved into a much more sophisticated, affordable technology.

Technology 106

Technology Tourism Telecommunications Automotive 106

AWS Machine Learning

OCTOBER 9, 2024

After careful consideration, we have made the decision to end support for Amazon Lookout for Metrics, effective October 10, 2025. Existing customers will be able to use the service as usual until October 10, 2025, when we will end support for Amazon Lookout for Metrics.

Metrics 88

Metrics Resources Analysis Data 88

CSM Magazine

OCTOBER 30, 2024

The agents are powered by generative AI technology from Microsoft’s partnership with OpenAI, moving beyond chatbots that need human prompts. The agents will be available for public preview in December, with a full rollout planned by 2025.

Customer Service 52

Customer Service Guidelines Chatbots Customers 52

SurveySparrow

JULY 24, 2023

It’s time to harness the power of customer experience technology, enhance customer experience and embrace the customer experience digital transformation. Get ready; we’re about to revolutionize the world of CX technology. What is Customer Experience Technology? Advanced technologies are their best friends in this journey.

Omni-Channel 52

Omni-Channel Technology Customer Experience Customer Journeys 52

Interactions

OCTOBER 29, 2024

How Gen AI Will Enhance the Contact Center That’s a very brief explanation of a very complex technology – one that is evolving as we speak. 6 Criteria for Gen AI Investments Gartner predicts that by 2025, Gen AI will be embedded in 80% of enterprise Conversational AI offerings, up from just 20% in 2023. did plans come to fruition)?

Contact Center 62

Contact Center Self Service Social Media Analytics 62

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

Currency Alliance

DECEMBER 1, 2020

If companies keep operating their loyalty programs like they did in 2000, then by 2025 it’s likely they’ll be investing a lot of money in programs that their customers use only once, and quickly recognize it could be a decade before they reach interesting rewards. Winning loyalty programs in 2025. according to the study.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. Can you share examples of how your organization has leveraged AI-driven insights or other innovative technologies to enhance customer satisfaction beyond NPS?

NPS 373

NPS Feedback Net Promoter Score B2C 373

TechSee

SEPTEMBER 22, 2020

Augmented Reality technology is already firmly entrenched in the field service industry and wider adoption is being driven by the need to overcome the operational challenges posed by the COVID-19 pandemic. The technology can recognize the equipment, and identify specific parts including wires, cables, pipes, fuses and bearings.

Self Service 207

Self Service Travel Knowledge Base Technology 207

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. Why is machine learning important to Vodafone?

Telecommunications 127

Telecommunications Training Chatbots CRM 127

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Executing on in-house customer service efforts can be difficult; it takes the right background and continual hiring and training, not to mention complex IT systems, robust contact center technologies , and proper workforce management.

Contact Center 156

Contact Center Comparison Culture Customer Service 156

AWS Machine Learning

OCTOBER 24, 2024

New customers will not be able to access the capability effective October 24, 2024, but existing customers will be able to use the capability as normal until October 31, 2025. This post discusses an alternative solution to Rekognition people pathing and how you can implement this solution in your applications.

Video 95

Video Sports Analytics Examples 95

Wootric

AUGUST 21, 2018

How we live and communicate are evolving at lightning speed thanks to one thing: Technology. But rather than looking at it as an intrusive occurrence, perhaps it’s better to view emerging technologies as tools with the power to reshape, not disrupt. billion revenue opportunity by 2025. Artificial intelligence. Conclusion.

Technology 58

Technology Customer Experience Chatbots Retail 58