CSM Magazine

MARCH 19, 2025

In fact, industry experts predict that 90% of global businesses will use AI in their customer support by 2030. The Growing Need for AI in Customer Support 1. AI translation bridges this gap, allowing businesses to communicate with customers seamlessly. Its the present and future of customer support.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

Thematic

APRIL 3, 2025

For example, a company might use it to quickly spot that customers are frustrated with shipping delays or that a recent product update triggered a spike in negative sentiment. billion by 2030. This growth is fueled by businesses wanting to extract deeper insights from massive volumes of text and react faster to customer needs.

Analytics 62

Analytics Trends Marketing Social Media 62

Peter Lavers

JANUARY 13, 2020

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

Loyalty 52

Loyalty Consumers Culture Report 52

Currency Alliance

DECEMBER 7, 2021

The pace at which you embrace them, and the specific way you achieve them, depends on your competitive environment, your culture, the technical architecture you have to work with, and your ambition. Customer centricity implies that you build solutions around customer needs. Strive for true customer-centricity.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

Peter Lavers

FEBRUARY 3, 2021

As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top priority” published on their EX2030 Blog Hub. It caught my eye because this is very likely to be a causal factor of behavioural change post COVID-19.

Customer Centricity 52

Customer Centricity Customers Data Customer Experience 52

Eptica

JULY 19, 2017

However, there are still significant differences between what consumers demand in different regions and cultures. All of these differences affect what local customers expect – and therefore the levels of service they receive. Asia is obviously made up of multiple countries, all with their own cultures.

Self Service 54

Self Service Customer Service Insurance Culture 54

Peter Lavers

JANUARY 6, 2020

The blog was prompted by the SAS / Futurum “Experience 2030” report that addressed the question of “trust in organizations to protect and not abuse your personal data”. They argue that if it’s a switch then it’s more like a dimmer switch – yes, there’s a definite ‘off’ and ‘fully on’, but there’s also a range in between!

B2B 52

B2B Data Report Customer Experience 52