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The metaverse currently stands for the vision of a digital universe with many different virtual worlds where people can “live” an immersive, real-time experience. To bring this visionary topic down to earth, we have chosen a more basic defin...
Privacy will reinforce hyper-personalized customer experiences (2023 Prediction #7)
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/client/citizen to provide personalized engagement through any channel specific to an individual's needs. This rapacious demand for insight spurred exponential growth in third-party activity ...
The enabling technologies behind digital innovation - II
The role of the cloud
Organizations from all sectors are gearing up for their digital future. And they are doing so by investing massively in data-centric and eco-system-oriented platforms. And most of these developments are taking place in a public cloud. Among the surveyed organizations, no more than 25% does not yet use public cloud ...
Goals, drivers, and obstacles of digital innovation - I
What makes decision-makers invest in transformation and innovation, even in uncertain times?
The pandemic has highlighted the growing importance of digitalization. Companies with a highly digitized business model were the winners during the crisis, whereas more traditional organizations had to react quickly and had to transform themselves ...
La gestion de l’expérience client encore très dynamique
La version actualisée de nos chiffres sur notre segment « Digital Customer Engagement » vient d’être publiée. Ce segment reprend ce que nous considérons être lié directement à l’engagement client, quels que soient les canaux. Nous retrouvons ainsi la gestion des contenus, mais aussi ce qui est relatif au commerce digital (comprenant ...
Le numérique, principal moyen d’optimiser les coûts du secteur des transports
Dans l'ensemble, la pandémie a frappé plus durement le secteur des transports que la plupart des autres secteurs.
Adjusted market scenarios
We have just started publishing adjusted market scenarios, which reflect the current market situation in May 2022. In the end, we maintain our overall growth scenario for 2022 for the time being. However, we have made slight adjustments in some industries and countries, and we will closely monitor the situation and make further adjustments ...
La volatilité des clients reste un catalyseur de la transformation digitale des entreprises
Le Covid-19 a été le catalyseur de nouveaux comportements des clients et ainsi, de la nécessité pour les entreprises de repenser leurs interactions avec leurs clients. Les consommateurs se sont adaptés aux transformations imposées par la pandémie, et deux ans plus tard, un retour à la situation d’avant pandémie semble illusoire. La crise ...
Figure of the day: Digital Customer Experience - Investment priorities worldwide
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 spend more on CRM over the next two years.
Crealogix – a digital engagement software provider from Zurich
With fintechs and digital banks (e.g. N26, Klarna, Revolut, etc.) gaining in influence, traditional banks are faced with the ongoing threat of losing customers, in particular younger customers, to their digital counterparts. As a result, established banks are keen to digitally transform, implementing digital services and features that help ...
Figure of the day: IT spending on CEM - CxO survey - Germany
According to PAC's CxO Investment Survey, 25% of respondents in Germany intend to spend more on customer experience management (CEM) over the next two years.
Figure of the day: IT spendings - Customer Experience Management - France
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 – considering COVID-19-related adjustments.
PAC Predictions 2021: KI wird den Markt für Customer Experience radikal verändern
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. Unsere PAC-Experten beleuchten den Trend und nennen die drei Hauptanwendungsfälle, die 2021 im Mittelpunkt der Diskussion stehen werden, wie sich ...
PAC Predictions 2021: AI - the ultimate game changer in the CX market
Artificial intelligence (AI) is considered a game changer in digital transformation. The possibilities seem endless – from autonomous driving, through more efficient production processes, to the creation of completely new business models. Learn more about the three main cases PAC expect to dominate the discussion around using AI to drive the ...
Impressions from AWS re:Invent 2020 - Part 1: “the right tool for the right job“
Many things were different this year at AWS’ global customer event. It was extended from one to three weeks, with five key notes and more than 500 technical sessions. And instead of hosting 65,000 attendees onsite in Las Vegas as last year, AWS welcomed over 500,000 registered attendees at their virtual event.
But many things also felt ...
Digital Commerce Platforms - market overview and IT-services offerings
The market for digital commerce platforms is highly dynamic, with increasing complexity due to constant changes and disruptions in the product offerings and pricing models and the ongoing incorporation of new technologies. According to teknowlogy estimates, the total digital customer experience market for software products worldwide will ...
Magento and Adobe - stronger integration and better synergies
1.5 years after Adobe's acquisition of the e-commerce platform Magento, the companies presented their new roadmap and made particularly significant announcements for the European market at the MagentoLive conference in Amsterdam. The news ranged from new product enhancements through stronger integration with the Adobe technology stack to new ...
Analyst View: How Qualtrics fits into the SAP portfolio
Experience management has become one of SAP’s major pillars in the customer experience (CX) space, especially since the acquisition of Qualtrics. Qualtrics’ solutions enable organizations to collect and analyze customer and employee feedback data through surveys, etc. The applications are intended to expand SAP's customer experience ...
“Increasing innovation and going beyond buzzwords”: Insights from this year's Adobe EMEA Summit
teknowlogy was among the Adobe EMEA Summit's 6,000 visitors in London last week. The sheer number of visitors alone is an indication of how mission-critical providing a good “customer experience” has become and that it indeed distinguishes “leaders” from “laggards”. Key topic of the conference was the Adobe Experience Platform that brings ...
BCW 2019: Welcome to the Economy of Things
The key focus of the Bosch Connected World (BCW) conference, which took place in Berlin from May 15-16, 2019, was the constant evolution of IoT – the foundation of which was the spreading and integration of new technologies (sensors, connectivity, software, cloud). One example in this context are IoT platforms, which evolved to a central ...
Les 10 concepts qui feront buzzer l'IT en 2019
2019 sera l’année où l’on se pose les questions fondamentales. Au sens propre, d'ailleurs : quelles sont les fondations nécessaires pour mettre en œuvre de façon pérenne les programmes de transformation numérique ?
