2018 Contact Center Trends: Breaking Through The Barrier

By now, nearly all companies have realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. According to Forrester’s 2017 Customer Experience Index (CX IndexTM), however, CX quality plateaued or declined for most industries and companies.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s our take on what we think will be the biggest trends in 2018.

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2018 Ponemon Institute Artificial Intelligence in Cybersecurity Study

Ponemon Institute is pleased to present The Value of Artificial Intelligence in Cybersecurity sponsored by IBM Security. The purpose of this research is to understand trends in the use of artificial intelligence and how to overcome barriers to full adoption.

Ponemon Institute surveyed 603 IT and IT security practitioners in US organizations that have either deployed or plan to deploy AI as part of their cybersecurity program or infrastructure. According to the findings, these participants strongly believe in the importance and value of AI but admit that being able to get the maximum value from technologies is a challenge.

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2018 Contact Center Trends: Breaking Through The Barrier

By now, nearly all companies have realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. According to Forrester’s 2017 Customer Experience Index (CX IndexTM), however, CX quality plateaued or declined for most industries and companies.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s our take on what we think will be the biggest trends in 2018.

View Now

2018 Open Source Security and Risk Analysis

The Black Duck by Synopsys Open Source Security and Risk Analysis (OSSRA) report provides an in-depth look at the state of open source security, license compliance, and code-quality risk in commercial software. Each year, the Black Duck OnDemand audit services group conducts open source audits on thousands of applications for its customers—primarily in conjunction with merger and acquisition transactions. This year’s analysis was done by the Synopsys Center for Open Source Research & Innovation (COSRI) and examines findings from the anonymized data of over 1,100 commercial codebases audited in 2017. Industries represented in the report include the automotive, big data (predominantly artificial intelligence and business intelligence), cyber security, enterprise software, financial services, healthcare, Internet of Things (IoT), manufacturing, and mobile app markets.

The OSSRA report includes insights and recommendations intended to help organizations and security, risk, legal, development, and M&A teams better understand the open source security and license risk landscape as they strive to improve their application risk management processes.

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Visa Case Study

Visa needed a reliable solution to manage and update product content for 300,000 worldwide merchants depending on Visa Checkout. The solution Visa chose is the Qordoba Strings Intelligence Platform.

Visa Inc. is one of the world’s largest financial services corporations. It facilitates electronic funds transfers throughout the world. Visa’s global network processes over 100 billion transactions with a total volume over $8 trillion annually.

In 2013 Visa launched Visa Checkout, an online payment system that removes the need to share card details with retailers. The Visa Checkout service allows users to enter all their personal details and card information, then use a single username and password to make purchases from online retailers. The service accepts credit, debit, and prepaid cards of all major payment networks.

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Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    eBook: Blended AI for Customer Experience

    Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

    Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

    Download the eBook and learn how Kate and Blended AI lets you:

    • Personalize self-service
    • Connect customer conversations
    • Create smart agent experiences
    • Start small and deploy fast with MicroApps

    Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    eBook: Blended AI for Customer Experience

    Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

    Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

    Download the eBook and learn how Kate and Blended AI lets you:

    • Personalize self-service
    • Connect customer conversations
    • Create smart agent experiences
    • Start small and deploy fast with MicroApps

    Get Whitepaper

    eBook: Blended AI for Customer Experience

    Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

    Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

    Download the eBook and learn how Kate and Blended AI lets you:

    • Personalize self-service
    • Connect customer conversations
    • Create smart agent experiences
    • Start small and deploy fast with MicroApps

    Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

    • Focusing on context and inquiry type to deliver the best customer experience
    • Using automation and AI to uncover new revenue streams and transform operations
    • Exploring new labor models to maximize human connections in a digital world

    Get Whitepaper