Expert View: Driving Sustainability Transparency across the Customer Experience
The ongoing digital evolution of CX touchpoints has seen, in recent years, predominantly across developed countries, the desire by customers to engage with organisations that...
Analyst:
Spencer Izard
Published:Apr 02, 2024
Market reports
Managing the Talent Experience Across the Employee Life Cycle - InBrief Analysis - Worldwide
The employee has become the "new black gold" and has the power to choose where to use his or her skills. Certainly, IT services providers...
This document contains the detailed findings for the topic of Digital Customer Experience from PAC’s “SITSI® CxO Investment Survey 2023”, in which IT decision-makers...
Analyst:
Spencer Izard
Published:Oct 17, 2023
Market reports
How Generative AI Is Shaping the Consumer Experience - InSight Analysis - Worldwide
This report aims to provide an overview of how generative AI can be used to enhance the consumer experience. This will include:
An introduction to...
Analyst:
Kristina Mikhnevich
Published:Mar 16, 2023
Market reports
Software-defined Cars Are Enhancing the Driver Experience - InBrief Analysis - Worldwide
In the past few years, the automotive industry has made tremendous progress with regard to connected and autonomous cars. This report analyzes how software-defined...
Analyst:
Mopia Kamdoum
Published:May 20, 2021
Blog post
Wipro Opens New Digital Workplace Experience Offices in Munich
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Wipro, a leading India-based, multinational provider of IT services, consulting, and outsourcing services, opened the doors to its new digital workplace experience offices...
Analyst:
Benedict Oko
Published:Sep 20, 2023
Vendor profile
Digital Customer Experience - Reply - Vendor Profile - Worldwide
The digital customer experience vendor profiles portray leading providers in the digital customer experience area, analyzing their strategies and portfolios.
Contents:
General Information
Key Offerings...
Analyst:
Mopia Kamdoum
Published:Aug 11, 2022
Market reports
Expert View: The customer experience is transforming the retail industry
The retail sector was heavily affected by the pandemic in 2020. As a result, consumer expectations changed as governments shut down the economy to contain the...
Analyst:
Cassandre Luys, Mopia Kamdoum
Published:Feb 08, 2022
Blog post
Figure of the day: Digital Customer Experience - Investment priorities worldwide
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Asking IT investment decision-makers about their investments in different IT areas shows that the Digital Customer Experience topic ranks first. 30% of respondents worldwide intend to...
Analyst:
Melanie Flug
Published:Sep 29, 2021
Market reports
Towards a Hyperpersonalized Customer Experience - Some Use Cases - InBrief Analysis - Worldwide
Artificial intelligence technologies have become much more accessible to businesses over the last five years. The customer experience is no exception to this, and there...
Analyst:
Nick Mayes, Mopia Kamdoum
Published:Feb 21, 2022
Market reports
Expert View: An Improved Passenger Experience In The Aviation Sector Through Digitalization
After a slump in passenger air travel during the pandemic, the travel industry is now picking up steam. As people start booking flights again, many...
To provide guidance against a highly dynamic IT landscape, PAC conducted the 2023 edition of its annual "SITSI® CxO Investment Survey," interviewing IT decision-makers...
Analyst:
Spencer Izard, Mopia Kamdoum
Published:Oct 17, 2023
Blog post
Figure of the day: IT spendings - Customer Experience Management - France
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According to PAC´s CxO Investment Survey, 31% of enterprise leaders in France intend to spend more on Customer Experience Management over the next two years...
Analyst:
Cassandre Luys
Published:May 12, 2021
Blog post
PAC Predictions 2021: KI wird den Markt für Customer Experience radikal verändern
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Künstliche Intelligenz (KI) gilt mittlerweile als Technologie, die zu einem Paradigmenwechsel in der digitalen Transformation führen wird. Den Möglichkeiten scheinen keine Grenzen gesetzt zu sein...
Analyst:
Elena Ndrepepa
Published:Jan 13, 2021
Market reports
Expert View: Reducing Friction Across Customer and Agent Experiences
The role of contact centers has increased in prominence with the advent of the digital age and the impact of the recent global pandemic. However...
Analyst:
Spencer Izard, Cassandre Luys
Published:Apr 27, 2023
Vendor profile
Artificial Intelligence - Google - Vendor Profile - Worldwide
The Artificial Intelligence vendor profiles portray leading AI providers, analyzing their strategies and portfolios.
Contents:
General Information
Key Offerings in Artificial Intelligence
Background Information...
The Artificial Intelligence vendor profiles portray leading AI providers, analyzing their strategies and portfolios.
Contents:
General Information
Key Offerings in Artificial Intelligence
Background Information...
Analyst:
Iulia Sandut
Published:Jun 10, 2024
Blog post
The Genesys G-Summit for UK&I demonstrated the importance of experience orchestration
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PAC recently had the opportunity to attend a Genesys UK&I event, the customer experience (CX) and contact centre software company, to learn more about their...
Analyst:
Spencer Izard
Published:Oct 10, 2022
Market reports
Creating a Differentiated Customer Experience with an Integrated Product Journey - InBrief Analysis - Worldwide
An “Integrated Product Journey” means having a global view, from start to finish, of the life of a product and ensuring that there are associated...
Analyst:
Alexis Quentrec
Published:Sep 15, 2022
Blog post
Securing identity stitching across customer experience journeys to drive digital security (2023 Prediction #9)
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Over the past decade, there has been a healthy tension regarding the “give-to-get” relationship between the information that consumers/clients/citizens are willing...
