CIOs and technology use for improving customer experience

VoiceSense predictive analytics for sales and customer retention
Technology adoption for improving customer experience is becoming a top priority for business decision makers including CIOs.

IT research firm Gartner said 25 percent of customer service and support operations will use virtual customer assistant (VCA) or chatbot technology to enhance customer engagement by 2020 against less than 2 percent in 2017.

Gene Alvarez, managing vice president at Gartner, said more than half of organizations have already invested in VCAs for customer service, as they realize the advantages of automated self-service.

As more customers engage on digital channels, organizations are making investment in VCAs for handling customer requests on websites, mobile apps, consumer messaging apps and social networks.

Organizations report a reduction of up to 70 percent in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33 percent saving per voice engagement.

84 percent of organizations expected to increase investments in customer experience (CX) technology in the year ahead.

By 2019, 20 percent of brands will abandon their mobile applications because they are not delivering the level of adoption and customer engagement they expected. Original return-on-investment (ROI) calculations are missing the mark due to the cost of support, maintenance, upgrades, customer care and marketing to drive downloads.

Brands are investing to build presence in consumer messaging apps, such as Facebook Messenger and WeChat.

By 2022, two-thirds of all customer experience projects will make use of IT, up from 50 percent in 2017. Those not using technology tend to be projects related to recruiting, training, governing and managing customer-facing employees.

By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. AI in sales allows for efficiency and effectiveness in business processes, often with up to 30 percent higher conversion rates when engaging prospects or leads, according to Gartner.

By 2020, more than 40 percent of all data analytics projects will relate to an aspect of customer experience.

By 2020, augmented reality, virtual reality and mixed reality immersive solutions will be evaluated and adopted in 20 percent of large enterprises as part of their digital transformation strategy. Consumers already experience some form of immersive technology, such as Snapchat filters and 360-degree video and photos on Facebook.

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