Post-Purchase Tasks Will Transition to a Unified Customer-Facing Role by 2027

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Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI. (Featured on DestinationCRM.com.)

Strong Growth Projected for Customer Journey Analytics

MarketsandMarkets expects the worldwide market for customer journey analytics to more than triple in six years. (Featured on DestinationCRM.com.)

Feb 23, 2024
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Expect GenAI to Take on Customer-Facing Roles

As large language models expand and generative AI technology advances, experts see a greater role in customer service. (Featured on DestinationCRM.com.)

Feb 15, 2024
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Gartner Identifies Three Top Priorities for Customer Service

Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.

Feb 05, 2024
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CCaaS Market Expected to Generate $17.83 Billion by 2029

Researchers from Azoth Analytics expect the cloud contact center market to grow by nearly 20 percent per year over the next five years.

Jan 18, 2024
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U.S. Companies Fail to Meet Customer Expectations, KPMG Finds

Companies have reverted back to their bad habits after a sudden surge during the COVID-19 pandemic, KPMG notes in its U.S. Customer Experience Excellence report. (Featured on DestinationCRM.com.)

Jan 17, 2024
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Contact Center AI Market to Grow by 25 Percent Per Year

TechSci Research is expecting the worldwide contact center artificial intelligence market to grow by 24.5 percent per year through 2028. (Featured on DestinationCRM.com.)

Jan 09, 2024
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Santa Tracker Uses Amazon Connect

NORAD's hotline for tracking Santa will use contact center technology from AWS this year.

Dec 21, 2023