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
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...
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
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...
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
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
Blog post
PAC Predictions 2021: KI wird den Markt für Customer Experience radikal verändern
FREE
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
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)
FREE
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...
Analyst:
Spencer Izard
Published:Jan 30, 2023
Blog post
Privacy will reinforce hyper-personalized customer experiences (2023 Prediction #7)
FREE
Since the inception of omnichannel over a decade ago, the “holy grail” for customer experience (CX) has been to gain enough insight into a customer...
In this report, PAC will define hyper-personalization, give some recent examples of companies that use such algorithms, illustrate the advantages and disadvantages, and lastly...
Analyst:
Joachim Hackmann, Benedict Oko
Published:Aug 28, 2023
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...
Analyst:
Cassandre Luys
Published:Jan 06, 2023
Blog post
Wipro Opens New Digital Workplace Experience Offices in Munich
FREE
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
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
Market reports
Expert View: Autonomous Customer Service Agents
NEW
The growing ubiquity of Artificial Intelligence (AI) continues to transform industries, with autonomous customer service agents representing one of the most promising innovations. Unlike traditional...
Analyst:
Spencer Izard
Published:Feb 10, 2025
Datamart
Digital Customer Engagement - Market Figures - Switzerland
NEW
This document provides market volumes, growth rates and forecasts for the Digital Customer Engagement (incl. CRM/ Customer Relationship Management) market for the 2022-2028 period.
Analyst:
Aida Oganesov
Published:Jan 31, 2025
Datamart
Digital Customer Engagement - Market Figures - Germany
NEW
This document provides market volumes, growth rates and forecasts for the Digital Customer Engagement (incl. CRM/ Customer Relationship Management) market for the 2022-2028 period.
Analyst:
Jennifer Jonat
Published:Jan 17, 2025
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...
