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We need to talk: Conversational AI moves to next level

Latest reports, investments, acquisitions and predictions

It is unlikely you have got this far through the pandemic without being told by an automated system that a company is … [Read more...] about We need to talk: Conversational AI moves to next level

74% of customer experience leaders expect budgets to rise in 2020

Gains must justify growing budgets

There is an inconsistent picture across organizations of the perceived importance of customer experience management, but there are … [Read more...] about 74% of customer experience leaders expect budgets to rise in 2020

Falling marketing budgets highlight need for loyalty

Marketing budgets are falling in all the countries surveyed, underlining the need for strong customer engagement and loyalty rather than a scatter gun approach to generate business.

Most banks will be made irrelevant by 2030 – Gartner

Most banks will be made irrelevant by 2030 - GartnerHeritage firms heading for extinctionWithin 12 years time, 80% of financial firms will either go out of business or be rendered irrelevant by new … [Read more...] about Most banks will be made irrelevant by 2030 – Gartner

Gartner says 80% of heritage companies will fail to survive

Gartner says 80% of heritage companies will fail to surviveTraditional companies will struggle for relevance past 2030We don’t want to depress you, but if you are working for what are now being called … [Read more...] about Gartner says 80% of heritage companies will fail to survive

Customer experience: The new battlefield

Customer experience: The new battlefieldNine out of ten companies think customer experience will be primary basis for competition … [Read more...] about Customer experience: The new battlefield

Weak customer service hits mobile engagement

Weak customer service hits mobile engagementOne third of customer service interactions in 2017 will still need human support … [Read more...] about Weak customer service hits mobile engagement

Gartner predicts major tech shifts in CRM market

Gartner predicts major tech shifts in CRM marketNumber of mobile CRM apps on app stores to top 1,200 by 2014 … [Read more...] about Gartner predicts major tech shifts in CRM market

Worldwide mobile advertising revenue to reach US$3.3bn in 2011, says Gartner

Worldwide mobile advertising revenue to reach US$3.3bn in 2011, says GartnerNot all types of advertising have the same opportunities … [Read more...] about Worldwide mobile advertising revenue to reach US$3.3bn in 2011, says Gartner