Companies Transfer to Fight Waning Buyer Loyalty with Pre-Emptive Service Know-how, Says Pega Research

Organizations understand they have to put money into transformational options to optimize the shopper expertise…

Companies Transfer to Fight Waning Buyer Loyalty with Pre-Emptive Service Know-how, Says Pega Research

Organizations understand they have to put money into transformational options to optimize the shopper expertise or danger shedding out to rivals

CAMBRIDGE, Mass., Oct. 3, 2022 /PRNewswire/ — Enterprise leaders are doubling down on pre-emptive customer support know-how to assist meet the calls for of much less loyal and extra digital savvy prospects, in keeping with new analysis by Pegasystems Inc. (NASDAQ: PEGA), the low-code platform supplier that builds agility into the world’s main organizations. The worldwide research, carried out by analysis agency iResearch, surveyed leaders from 11 nations within the Americas, Europe, and Asia-Pacific for his or her ideas on the evolution of customer support over the subsequent 5 years.

The survey discovered that pre-emptive customer support know-how is turning into vital for companies who’re dedicated to assembly the wants of their prospects. Almost two thirds (65%) of respondents mentioned that completely anticipating buyer wants and fixing them earlier than they really feel the necessity to attain out was one in every of their major objectives over the subsequent 5 years, whereas greater than half (54%) mentioned their greatest customer support problem was transferring from reactive to pro-active and pre-emptive customer support. In the meantime, practically one-third (32%) mentioned they count on customer support to change into extra anticipatory than reactive inside that very same interval because of this.

The findings underline a shift in the direction of customer-centric know-how as the answer to the challenges posed by extra demanding, digital-savvy prospects. Eighty % of respondents mentioned deploying customer support know-how to enhance effectivity was one in every of their most necessary priorities over the subsequent 5 years. In the meantime, greater than half (55%) cited a scarcity of funding in new applied sciences that may assist them to satisfy rising buyer expectations as among the many prime three know-how customer support challenges they face.

Maybe the largest driver of this race in the direction of extra pre-emptive, customer-centric applied sciences over the approaching years is that buyer loyalty is predicted to fall sharply as prospects proceed to evolve. Greater than half (55%) of respondents felt that over the subsequent 5 years, companies will change into more and more prone to utterly lose prospects in the event that they ship a poor buyer expertise. Because of this, organizations are scrambling to remain one step forward of their rivals by investing in customer support software program.

The research additionally recognized a number of adjustments to the best way customer support will look over the subsequent 5 years. These embody:

  • The client of the long run is altering: Prospects are more and more turning into digital-first, and greater than half (54%) of respondents mentioned that prospects will count on constant service throughout all channels over the subsequent 5 years. Briefly, prospects will count on sooner, extra customized, and proactive service from the businesses they do enterprise with – and companies might want to react accordingly.
  • AI might save the day: Superior software program equivalent to synthetic intelligence might assist organizations deal with a few of the greatest obstacles to bettering their customer support: for instance, 63% cited having the ability to prioritize customer-centric experiences as their greatest problem, whereas greater than half (60%) admitted that they struggled to exhibit empathy and humanity to prospects. Immediately, AI and machine studying is the main know-how by way of funds allocation for customer support digital transformation tasks (58% chosen it as the first goal for his or her spending) – and we might see the fruits of that funding within the coming years.
  • Contact facilities will get a serious tech improve: Customer support organizations are more and more underneath stress to scale back contact heart prices within the subsequent 5 years. Which means the contact heart of the long run would require fewer brokers. Nonetheless, reside brokers aren’t completely going away. Two thirds (66%) of respondents recognized utilizing dynamic, AI-powered applied sciences that assist brokers make selections rapidly and work extra effectively as a precedence.

Quotes & Commentary:

“The whole customer support panorama is altering,” mentioned James Dodkins, customer support evangelist, Pega. “The place as soon as it may need been sufficient to react to prospects and their issues, tomorrow’s profitable companies know that they might want to pre-empt them and take motion earlier than they change into a problem.”

“Organizations know that until they adapt accordingly, they are going to be left behind by rivals who’re prepared to present prospects what they want, after they want it and, more and more, earlier than they even know they want it. That is the courageous new world of customer support, and the willingness to quickly make investments and undertake applied sciences like synthetic intelligence, clever automation, real-time decisioning, and predictive analytics might be the distinction between success and failure for organizations within the years to return.”

Supporting Sources:

Obtain Pega’s ‘The way forward for customer support: How AI and automation will transform service supply’ report at:

Notes to Editors

To know how customer support is altering in response to new know-how and rising buyer expectations, Pega surveyed 750 senior vice-presidents, vice-presidents, senior administrators, administrators, senior managers, and managers throughout key sectors, together with monetary providers, life sciences, healthcare, retail insurance coverage, manufacturing, telecoms, and the general public sector.

Respondents answered 23 multiple-choice questions, which delved into how customer support is predicted to vary within the subsequent three to 5 years. Pega additionally carried out qualitative interviews with customer support executives in healthcare, life sciences, and retail insurance coverage.

About Pega

Pega supplies a robust low-code platform that builds agility into the world’s main organizations to allow them to adapt to vary. Shoppers use our AI-powered decisioning and workflow automation to resolve their most urgent enterprise challenges – from personalizing engagement to automating service to streamlining operations. Since 1983, we have constructed our scalable and versatile structure to assist enterprises meet immediately’s buyer calls for whereas constantly reworking for tomorrow. For extra info on Pegasystems (NASDAQ: PEGA), go to

Press Contact:
Jon Brigden
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SOURCE Pegasystems Inc.

Companies Transfer to Fight Waning Buyer Loyalty with Pre-Emptive Service Know-how, Says Pega Research