Customers have spoken...and companies are listening. No longer tolerant of experiences that require significant effort, consumers are willing to leave companies if they lack the technologies to help them engage with ease. Companies are waking up to this growing trend and equipping their service organizations with the necessary technologies that will enable seamless, effortless customer experiences.

1. Customer Service
Technology Investment
Takes Priority
CUSTOMER SERVICE TECHNOLOGY
No longer tolerant of experiences that require
significant effort, consumers are willing to leave
companies if they lack the technologies to help
them engage with ease. Companies are waking up to
this growing trend and equipping their service
organizations with the necessary technologies that will
enable seamless, effortless customer experiences.
Significant increase in the percentage of
companies reporting investment in CEM.
(37% vs. 15%).
As automated analysis of social media channels, CRM software,
and personalized chatbots that recognize faces and voices will
greatly reduce the need for traditional call centers. — Source: Gartner
BY THE
END OF 85%of all customer interactions won't
require human customer
service reps
THE NATURAL LANGUAGE PROCESSING MARKET SIZE
7
EXPECTED TO GROW
2016
BILLION IN
OVER
— Source: Research and Markets
— Source: Aberdeen
— Source: Aberdeen
USE
BEST IN
CLASS
FIRMS
AND VISUALIZATION TECHNOLOGIES
more widely than other firms. (50% vs. 38%)
45%of
the fastest-growing
companies in the
world will "employ"
more smart
machines and
virtual assistants
than people by 2018.
— Source: Gartner
CEMtechnologies in
2016 is a top strategy
162021
BILLION BY
TO
OVER