Initially service organizations focused on websites for desktop users, shifting to mobile app experiences with the proliferation of smartphones and tablets. Despite significant investment and promotion, most have failed to gain strong customer adoption of their service apps and will increasingly retire mobile app experiences in favor of messaging.

Customer service and support leaders must scrutinize all technology investments for their ability to deliver on customer experience (CX) goals, according to Gartner, Inc. Gartner identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020.

COVID-19 has accelerated retail’s transition to a digital future, but new research from Bain & Company reveals that Asia-Pacific will get there first. Representing about three-quarters of the world’s retail growth and boasting advanced digital maturity, online sales growth and ecommerce are rising dramatically in the region, offering other markets a glimpse at the future.

Property & casualty (P&C) insurance companies are failing to meet their customers’ expectations when it comes to digital interactions, according to the J.D. Power 2018 Insurance Digital Experience Study.