Most Enterprises Will Begin to Address Customer Experience Visibility by 2027, ISG Expert Says
Two-thirds of organizations will begin to streamline analytics, performance and customer data integration efforts by 2027 for better visibility into customer experience and to boost customer loyalty and value, says an expert with leading global technology research and advisory firm Information Services Group ( ISG ) (Nasdaq: III ) and chair of an upcoming ISG event.
- Two-thirds of organizations will begin to streamline analytics, performance and customer data integration efforts by 2027 for better visibility into customer experience and to boost customer loyalty and value, says an expert with leading global technology research and advisory firm Information Services Group ( ISG ) (Nasdaq: III ) and chair of an upcoming ISG event.
- “Customer engagement has often been viewed as a costly necessity that needs to be contained, when, in reality, customer experiences have a direct impact on revenue,” said Keith Dawson, ISG research director and chair of the upcoming ISG Xperience Summit.
- “AI has already established itself as a powerful presence in the customer experience.
- By 2025, our research finds seven in 10 customer service interactions will be some combination of automated conversational self-service and live agents.