Sixty-two percent of customer service channel transitions are “high-effort” for customers, according to Gartner, Inc. Less than half of customers who experience a high-effort transition will use self-service again for their next interaction. Continue reading Gartner Survey Finds 62% of Customer Service Channel Transitions are “High-Effort” →

Seventy-nine percent of corporate strategists said that technologies such as analytics, artificial intelligence (AI) and automation will be critical to their success over the next two years, according to a survey by Gartner, Inc. Continue reading Gartner Survey Finds 79% of Corporate Strategists See AI and Analytics as Critical to Their Success Over the Next Two Years →

Only 8% of customers used a chatbot during their most recent customer service experience, according to a survey by Gartner, Inc. Of those, just 25% said they would use that chatbot again in the future. Continue reading Gartner Survey Reveals Only 8% of Customers Used a Chatbot During their Most Recent Customer Service Interaction →

By 2026, 20% of inbound customer service contact volume will come from machine customers, according to Gartner, Inc. Continue reading Gartner Says 20% of Inbound Customer Service Contact Volume Will Come From Machine Customers by 2026 →

By 2026, Gartner, Inc. predicts customer service functions that implement the “connected rep” will improve contact centre efficiency by 30%. Continue reading Gartner Says Customer Service Functions That Implement a “Connected Rep” Strategy Will Improve Contact Center Efficiency by 30% by 2026 →