Connect with us

Technology

Top 10 Growth Opportunities in Customer Experience (CX) for 2024: Hybrid Work/Collaboration, ESG, Employee Experience and AI to Drive CX Investments

Published

on

DUBLIN, Feb. 19, 2024 /PRNewswire/ — The “Top 10 Growth Opportunities in Customer Experience (CX), 2024” report has been added to ResearchAndMarkets.com’s offering.

The Customer Experience industry benefitted greatly from the COVID-19 pandemic, which shifted millions of agents to work-at-home (WAH) models and accelerated cloud contact center-as-a-service (CCaaS) adoption. In 2021 and 2022, investments soared; however, in 2023 global economic and political unrest created a more conservative and focused approach to CX investments.

This industry is in a disruptive state as IT decision-makers and customer contact leaders struggle with prioritizing and procuring budgets and persuading executives to align CX and corporate goals. There is a fear of failure in these uncertain times, inflicting organizations to be less agile than in previous years. As businesses are confronted with these challenges, what will they focus on in 2024 to improve customer experiences?

The 2023 Contact Center IT Decision Maker Survey, published in March 2023, unveiled that two-thirds of respondents are prioritizing improving employee engagement, improving brand equity, and automating business processes. The overarching story is that the focus on EX will enhance CX and the use of AI in digital transformation will remain at the forefront of spending through 2024 to have a positive impact on the top and bottom lines.

While AI has been integrated into contact centers effectively for years now, generative AI has dominated technology press and conversations for the past year. Solution providers are incorporating some aspects of it today with caution.

Agents continue to fear robots. They do not need to worry – our survey revealed that voice is still king, with 90% of respondents saying the number of voice calls has increased or stayed the same and 84% of respondents saying AHTs increased or remained the same. Whether over voice or chat, live agents will not dwindle, but be upskilled to handle complex inquiries and foster brand loyalty.

Call deflection is a key strategy to abate these rising costs, causing companies to adopt increasingly more intelligent self-serve options. This dovetails nicely with self-service becoming the channel of choice for many end customers. However, businesses must deliver exceptional CX to achieve significant cost savings when containing them in a self-service channel.

Video use is growing in contact centers. Industries such as finance, manufacturing, and healthcare benefit from “face-to-face” interactions, and problems can be visually shared or resolved. Video facilitates easier understanding when accents differ, hearing suffers, or emotions are hard to read on an audio call.

Top Growth Opportunities for 2024

The New Evolution of Customer ExpectationsEmployee Engagement Boosts Customer LoyaltyNavigating the Workforce of the FutureLeadership in an Evolving Contact Center EcosystemInfusion of Generational AI to Amplify Benefits of RPA and Virtual AgentsNourishing Conversational AICustomer Journey ExpandsHybrid Work/CollaborationSecurity & GovernanceEnvironment, Sustainability, and Governance (ESG)

Note: Predictions are validated through findings from our annual contact center leader survey, meetings with our client council, the Customer Contact MindXchanges, and continual discussions with solution providers and CX outsourcers around the globe.

For more information about this report visit https://www.researchandmarkets.com/r/sv9kjj

About ResearchAndMarkets.com

ResearchAndMarkets.com is the world’s leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends.

Media Contact:

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com 

For E.S.T Office Hours Call +1-917-300-0470
For U.S./CAN Toll Free Call +1-800-526-8630
For GMT Office Hours Call +353-1-416-8900

U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716

Logo: https://mma.prnewswire.com/media/539438/Research_and_Markets_Logo.jpg

 

View original content:https://www.prnewswire.com/news-releases/top-10-growth-opportunities-in-customer-experience-cx-for-2024-hybrid-workcollaboration-esg-employee-experience-and-ai-to-drive-cx-investments-302065253.html

SOURCE Research and Markets

Continue Reading
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Technology

“What If We Had This in 2020?” Data Viz 4 Good Bridges the Fortune 100 Data Gap for the Social Sector

Published

on

By

SAN FRANCISCO, May 5, 2026 /PRNewswire/ — Data Viz 4 Good (DV4G) today announced the launch of its ImpactIQ platform, a breakthrough SaaS solution transforming how the social sector visualizes mission-critical data.

For founders Tyra Jean and Vanessa Francesca Ortega, both Ronald E. McNair Baccalaureate Scholars, the mission began with a pivotal question: “What if we had Data Viz 4 Good at Syracuse University back in 2020?”

CEO Tyra Jean—a former Public Policy & International Affairs Fellow at UC Berkeley and current D.S.W. candidate at the University of Southern California—developed the concept after bridging two vastly different worlds. “I worked as a data consultant for Fortune 100 companies and saw firsthand the massive gap in data infrastructure across the nonprofit sector,” said Jean. “We’re bringing enterprise-grade technology to the organizations that need it most.”

This vision, combined with the duo’s technical pedigree, has positioned them as emerging leaders in the next generation of AI-powered social infrastructure and frontrunners for Forbes’ 30 Under 30.

The platform’s technical moat is anchored by the COO Vanessa Francesca Ortega — Posse Alumni, SU Remembrance Scholar, and Newhouse’s Dean Branham Scholar. She is the founder & CEO of Civic Trust Systems, the core operating system powering municipal-scale AI platforms, including HellogovAI Inc.

“ImpactIQ is built on infrastructure originally designed to power secure, large-scale government service delivery,” said Ortega. “Through Civic Trust Systems, I developed the AI delivery model and user experience architecture that enables platforms like Hellogov. We are now applying that same level of security and privacy to the social sector.”

By leveraging Civic Trust Systems, DV4G delivers government-grade security, privacy-first data handing, and scalable AI intelligence— without the complexity of cost of traditional enterprise systems.

As a free resource for the sector, the founders co-host a DV4G Podcast on Instagram (@DataViz4GoodHQ). The next episode explores how ImpactIQ’s privacy-first architecture not only protects sensitive community data but also strengthens grant readiness and institutional trust.

DV4G is currently scaling ImpactIQ for global researchers, nonprofits, and mission-driven organizations seeking to modernize how they measure and communicate impact.

Unlock the full impact of your data at DataViz4Good.org.

Media inquiries: contact@dataviz4good.org

View original content:https://www.prnewswire.com/news-releases/what-if-we-had-this-in-2020-data-viz-4-good-bridges-the-fortune-100-data-gap-for-the-social-sector-302763285.html

SOURCE Data Viz 4 Good

Continue Reading

Technology

QuickLogic to Showcase EOS™ S3 and eFPGA Solutions at Sensors Converge

Published

on

By

SAN JOSE, Calif., May 5, 2026 /PRNewswire/ — QuickLogic Corporation (NASDAQ: QUIK) will showcase its EOS™ S3 SoC and eFPGA solutions at Sensors Converge 2026, taking place at the Santa Clara Convention Center. Attendees can visit Booth 1039 to see how developers can build always-on, ultra-low power sensor and voice-enabled systems with greater flexibility and faster time-to-market.

At the booth, QuickLogic will highlight the EOS™ S3, a fully integrated platform designed for concurrent voice, motion, environmental, and biometric sensing. With its built-in low-power sound detection, Arm® Cortex®-M4F processor, and embedded FPGA, the EOS™ S3 enables developers to implement custom hardware acceleration while minimizing power consumption—ideal for battery-operated and always-on applications.

Date: May 6 and 7, 2026

Booth: 1039

Exhibit Hours:

Wednesday, May 6: 10:00 AM – 5:30 PMThursday, May 7: 10:00 AM – 4:00 PM

About QuickLogic
QuickLogic Corporation is a fabless semiconductor company specializing in eFPGA Hard IP, Strategic Radiation Hardened and Antifuse FPGAs and ruggedized programmable logic solutions. QuickLogic’s unique approach combines cutting-edge technology with open-source tools to deliver highly customizable, low-power solutions for aerospace and defense, industrial, computing, and consumer markets. For more information, visit www.quicklogic.com.

QuickLogic and logo are registered trademarks of QuickLogic. All other trademarks are the property of their respective holders and should be treated as such.

View original content to download multimedia:https://www.prnewswire.com/news-releases/quicklogic-to-showcase-eos-s3-and-efpga-solutions-at-sensors-converge-302763291.html

SOURCE QuickLogic Corporation

Continue Reading

Technology

PIRELLI WILL START CYBER™ TYRE PRODUCTION IN GEORGIA UNDERLINING THE STRATEGIC IMPORTANCE OF THE U.S. MARKET

Published

on

By

Pirelli further strengthens its commitment to the country. Investment and output expansion details will be communicated in the coming months following the finalization of the development plans

MILAN and WASHINGTON, May 5, 2026 /PRNewswire/ — Pirelli is reinforcing its long-term commitment to the United States with a key step in its product and industrial strategy. The Georgia plant, already dedicated to the most technologically advanced products for the U.S. market—both in the High-Value segment and in Motorsport—will be further enhanced by the production of connected tires featuring Cyber™ Tyre technology. This development highlights the strategic importance of the U.S. for Pirelli’s global growth roadmap, strengthening the company’s integrated industrial and technological presence in the country.

The announcement comes as Pirelli participates in the SelectUSA Investment Summit, the flagship event promoted by the U.S. Department of Commerce, where Cyber™ Tyre is being showcased as a core innovation shaping the future of smart mobility. 

Cyber™ Tyre is the world’s first hardware-and-software system capable of collecting data and information from sensors embedded in tires, processing them through Pirelli’s proprietary software and algorithms, and, by communicating in real time with the vehicle’s electronics, enabling new functionalities integrated with driving and control systems to enhance the driving experience and increase safety levels, as well as supporting connected infrastructure.

In a highly advanced market such as the United States, where digital and smart mobility solutions are rapidly expanding, Cyber™ Tyre represents a distinctive competitive advantage for Pirelli.

At SelectUSA, Cyber™ Tyre was showcased at the Georgia State booth, a particularly meaningful presence given Pirelli’s industrial footprint in the state, where it has been established for more than 20 years.

“The start of Cyber™ Tyre production in our Rome, Georgia plant is a significant milestone for Pirelli in this country,” said Claudio Zanardo, CEO of Pirelli North America. “It reflects our commitment to bringing advanced technologies like Cyber™ Tyre closer to the market, further strengthening our industrial footprint and innovation capabilities in the United States.”

To further enhance the role of Rome as a high-tech production site, Pirelli is finalizing the introduction of the latest version of the MIRS (Modular Integrated Robotized System) production process. It will be the most advanced manufacturing process for high-end, premium production within the entire Pirelli Group, and is exclusive to the Georgia factory. The process further enhances robotized production capabilities, increasing productivity, flexibility, and quality.

It is a highly digitalized system that enables a direct link between product design and its industrial application.

This development lays the groundwork for growth in Pirelli’s production capacity in Rome, an integral part of the Group’s industrial development plans, and will further strengthen Pirelli’s presence in the United States—one of its most important and strategic markets.

The Rome, Georgia, plant specializes in high-value tire production for the North American market. It also hosts a dedicated R&D center, further strengthening its role in technological development and product innovation.

The facility is recognized for its responsible sourcing practices, including the use of FSC® (Forest Stewardship Council®)-certified natural rubber, underscoring the company’s broader environmental commitment across its supply chain.

www.pirelli.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/pirelli-will-start-cyber-tyre-production-in-georgia-underlining-the-strategic-importance-of-the-us-market-302763293.html

SOURCE Pirelli North America

Continue Reading

Trending