Global Marketing Automation Spending Will Reach $25 Billion By 2023

Forrester's Customer Insights

In our first Marketing Automation Technology Forecast, 2017 To 2023, we expect global spending on […]. Marketers today are managing more channels, more content, and more data, while delivering vast quantities of personalized content quickly around the globe. As digital marketing complexity increases, more marketers are embracing automation tools to improve efficiency and speed to market.

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Asia Pacific Online Video Advertising Spend Will Reach $53.7 Billion By 2023

Forrester's Customer Insights

Increasing internet penetration, better data infrastructure, and increasing adoption of 4G and now 5G are driving video consumption in Asia Pacific. The Asia Pacific region is a mix of heterogeneous markets such as Australia, Japan, South Korea, China, and India.

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Online Retail In Southeast Asia Is Expected To Reach $53 Billion By 2023

Forrester's Customer Insights

Southeast Asia (including Indonesia, Singapore, Malaysia, Thailand, the Philippines, and Vietnam) is home to 574 million people. Of these, 272 million (47%) are online and 144 million will make purchases online in 2018, making the region a magnet for investment by online retailers and venture capital firms. We expect B2C online retail in Southeast Asia […]. B2C ecommerce ecommerce global ecommerce

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The Fraud Management Solutions Market Will Exceed $10 Billion By 2023

Forrester's Customer Insights

Estimates of the cost of fraud vary widely, but almost everyone agrees that the cost is huge and appears to be increasing. Looking just at eCommerce, Forrester predicts that US and Western European eCommerce fraud will reach $18.6 billion in 2018. And in its 2017 True Cost of Fraud report, LexisNexis Risk Solutions estimates that fraud […]. fraud management IT spending forecasts security & risk ForecastView fraud

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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

We’re not surprised — our forecast predicts that by 2023, CMOs will spend nearly $150 billion on various digital marketing channels in […]. Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year.

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Customer service trends for 2021: Top analyst predictions


In fact, the IDC predicts that by 2023, enterprises that excel at delivering empathy and safety at scale will outperform those that don’t by 40 percent! The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts.

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Top 5 Customer Experience Trends for 2021


Laws and regulations such as GDPR and the California Privacy Act (which won’t be active until 2023) will shape how companies manage customer data going forward. Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue.

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Multiexperience Strategy: The New Apex of the Customer Journey


Gartner has placed the development of the MX customer journey amongst the top technology trends of 2020, and has predicted that by 2023 , “more than 25% of the mobile apps, progressive web apps and conversational apps at large enterprises will be built and/or run through an MX development platform.” The average U.S.

2020 91

2021 SaaS Statistics and Trends: The Ultimate Collection


Worldwide public SaaS spending would more than double from 2019 to 2023. According to International Data Corporation (IDC), with a five-year CAGR of 22.3%, public cloud spending would grow from $229bn in 2019 to around $500bn in 2023.

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The Central Role of Computer Vision in Multiexperience


The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text.

2020 109

Why Hire an Order Taking Call Center?

Magellan Solutions

We are expecting 300 million shoppers in 2023, in the US alone. What is even an order taking call center? And why do people keep on saying they need it? A missed call is a missed opportunity. Do you agree? Delays in processing orders is a huge turn off for customers.

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Investing in CX: A CFOs Guide to Automation


According to Gartner, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. . The ROI of CX . Many companies claim to be customer-centric.

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Introducing Forrester’s First Now Tech On E-Commerce Enablers For Southeast Asia Marketplaces

Forrester's Customer Insights

Forrester forecasted that the 164 million online shoppers in Southeast Asia will account for $53 billion in retail purchases by 2023. Southeast Asia is one of the most promising e-commerce markets in the world.

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Digital Media Spend Continues To Outreach Martech Budgets

Forrester's Customer Insights

In our most recent effort, “The US Digital Marketing Forecast, 2018 To 2023,” my forecast analyst colleague, Brandon Verblow, and I found that spend on search marketing, banner and outstream video, instream video, [… Every 18–24 months, I work with our dedicated forecast team to evaluate and size spend on digital marketing in the United States.

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Talkdesk Among Vendors for Four Pillars of Customer Service in Gartner Report


By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace.

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Asia Pacific To Drive Global Social Ad Spend In The Next Five Years

Forrester's Customer Insights

billion in 2023, up from $75 billion in 2018 — a CAGR of 17.1%. Forrester expects global social advertising spend to reach $165.6 Asia Pacific and the rest of world will grow fastest, capturing the US and Europe’s share of global social advertising spend. Asia Pacific’s share of global spend will increase from 30% in […]. advertising age of the customer Asia Pacific social marketing social media

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Excellent Ratings Sees EDF Reappoint Kura to Provide Customer Services

CSM Magazine

project in Scotland which will be ready in 2023. A leading UK outsourcing business has been successfully reappointed by EDF to provide customer service on behalf of the energy firm, which is rated ‘Excellent’ on consumer review website, Trust Pilot.

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Why Your Business Needs a SaaS CRM Solution


Statista predicts that the global CRM software industry will reach a growth of approximately $40 billion by 2023. The SaaS market is predicted to grow approximately $60 billion from 2019 to 2023.

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Building a Foundation for Smarter Home Automation


by 2023. by 2023. Today’s homes may still be a far cry from the Jetson’s — but rapid advances in technology mean they’re smarter than ever.

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What Is Augmented Reality, and How Is It Applied in the World Around Us?

Smarter CX

With the augmented reality and virtual reality industries expected to expand beyond $160 billion by 2023 , there will be many more innovations to come. It might feel like we’re far away from a Matrix-like world, but in reality, we experience augmented reality without even realizing it. If you’ve played Pokemon Go or used the IKEA Place app, you’ve experienced augmented reality. What is augmented reality or AR?

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The Contact Center of the Future in the Distributed Workforce Era


billion by 2023, up from USD 6.47 As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Sales Acceleration is Possible, Even in a Pandemic

Think Customers

That’s a target the company didn’t expect to reach until 2023. There’s no doubt the COVID era is reshaping the consumer goods industry, possibly forever.

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The New UC Experience Designed For You


Some research firms expect the market to top $96 billion as soon as 2023. There’s no shortage of industry research that indicates massive continued growth for the unified communications (UC) market. Last year, for example, Gartner projected the global UC market to increase from $40.9 billion in 2014 to $42.4 billion by 2019 as a result of growing demand for cloud-based services and digital transformation. Demand for UC is clear.

2016 66

The Three Fs From MWC Barcelona

Forrester's Customer Insights

But practically speaking, 5G won’t be relevant to most consumers and companies until at least 2020, and it will take through 2023 to reach widespread network […]. MWC Barcelona is a wrap. The biggest theme of the event was the breathless anticipation of the benefits of the 5G networks, which are in early deployment this year.

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3 Reasons Why Conversational AI is Crucial to Your Digital Transformation Strategy


trillion between 2020 and 2023. Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4 And, with the digital native generation entering the consumer stage and the majority of consumers becoming more connected, the pressure for digital transformation is on. .

2019 69

Small Business Guide to Live Chat in 2021


In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn.

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Don’t Use Social Media For Feedback


For example, according to Pew – In the United States, an estimated 244 million people used social media in 2018, a number forecast to exceed 257 million by 2023. Why Social Media is NOT a Gold Mine of Customer feedback and not for Customer Service.

5 Top Customer Service Articles for the Week of September 2, 2019


A Gartner survey claims that by 2023 more than 40% of customer service will be automated. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan.

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3 Big Omnichannel Trends to Expect in 2020

Smarter CX

billion by 2023, according to Market Research Future , which also notes that “Key factors driving the growth of omnichannel retail commerce platform market are the increasing adoption of e-commerce for convenient online shopping purposes and the rising adoption of smartphones and tablets.” Omnichannel is set to move front and center as part of customer experience (CX) strategy in 2020.

The Hospitality Industry in a Time of Social Distancing: Threat and Opportunity


McKinsey’s modeling suggests it will be 2022 or even 2023 before demand recovers. The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. And the necessity for social distancing changes everything.

Walmart and ThredUp Partner in Master Move


It’s expected to reach $51 billion by 2023. The resale market expected to hit $51 billion by 2023 , and top brands are itching to get in on the action. . While other retailers are filing for bankruptcy protection or closing up shop, Walmart and secondhand clothing retailer ThredUp just partnered up in a master move that may disrupt the space.

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5 CX Technologies for Modern Ecommerce Stores to Employ

Smarter CX

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 The global ecommerce market continues to present a massive opportunity for retailers. According to eMarketer , the global ecommerce market is expected to grow by 20.7% trillion gross merchandise value (GMV) worldwide. These staggering statistics, however, bely the tremendous pressure today’s online retail businesses are facing.

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Contact Center of the Future: 5 Essential Investments


Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019. As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But what kind of changes are we talking about?

Vertical SaaS vs Horizontal SaaS: What Is the Difference and Why It Matters?


A recent press release states that the SaaS business is expected to bounce to approximately $60 billion by the year 2023. The thriving SaaS industry has its own share of vulnerabilities and perks. Business models are rapidly expanding, and these changes are reflecting on bigger priorities.

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Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.


112 billion projected value of chatbot eCommerce transactions by 2023” Juniper Research. This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. This article was previously posted on BotsCrew’s blog. The outbreak of COVID-19 has made a massive impact on most of the businesses – from grocery stores to luxury goods brands.

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