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  • Report
     | 
    MAY 18, 2021

    Voice assistants and smart speakers introduced a whole new user interface experience to consumers. With Alexa, Amazon led the way in helping users get comfortable with voice-controlled devices in their most intimate spaces. The Alexa team has made user trust core to its development strategy. The challenge: Alexa first entered the home through its Echo and Dot devices.

  • Article
     | 
    APR 5, 2022

    Any platform that starts to develop where anyone can be a content creator and developer, like on the Alexa and Echo platforms, allows the company to build out wonderful customer experiences. Read the full interview. 2. Meta finds a fitness pipeline in the Apple ecosystem.

  • Report
     | 
    OCT 21, 2021

    Voice assistants, too, have seen only limited traction. One in 10 internet users (10.1%) had used a voice command with an app or a smart speaker to find information in the prior week, and 10.2% had used voice to complete an action, such as playing a song. The combined reach of voice assistants was just 16.2%— below the penetration recorded in France (21.2%), Germany (26.0%), and the UK (30.2%).

  • Report
     | 
    JAN 9, 2020
  • Article
     | 
    APR 11, 2022

    Examples include Bank of America’s Erica assistant; Wells Fargo’s in-app insights, Personetics; and Chase’s Digital Assistant. Banks should also be aggressive in collecting and crunching data that could bolster customer experience, as Bank of America does with its 50 million data points.

  • Report
     | 
    OCT 21, 2021

    Takeup of voice assistants has also grown rather slowly. More than 17% of internet users polled had used a voice tool such as Siri, or a voice-activated device such as an Amazon Echo, to complete an action in the prior week, and 14.0% had used voice commands to search for information. Those shares rose to about 20% among 16- to 24-year-olds, but were far lower in the 45-to-54 age group.

  • Report
     | 
    MAR 22, 2022

    Smart speakers that can help patients manage a medical condition weren’t very popular with boomers and seniors, per Mobiquity. About one-third (34%) of adults over age 56 said they would try a voice assistant for a medical condition—and this is the age group that likely has more chronic medical conditions that require some level of management from clinicians.

  • Report
     | 
    OCT 21, 2021

    About 16% of internet users polled in South Africa had used a voice assistant or smart speaker in the week prior to find information. Almost as many had used a voice command to carry out an action, such as accessing music online. Usage was greatest among 16- to 24-year-olds, affluents, and respondents living in cities.

  • Article
     | 
    MAR 25, 2022

    Launching an AI-powered virtual assistant for corporate customers, plus rollout plans for more assistants in the bank’s other segments. The big takeaway: In the competitive landscape surrounding financial services—now crowded with fintechs, Big Tech, and nonbanking brands making innovative use of tech—JPMorgan’s prioritization of tech updates is necessary for it to add and retain users.

  • Report
     | 
    OCT 21, 2021

    One in eight respondents (12.2%) had used a voice tool or voice-activated device, such as Apple’s Siri or Amazon’s Alexa, to complete an action, in the week prior to polling, while 13.3% had used voice commands to search for information. Singapore’s digital video audience has surpassed that of live TV. Broadcast TV viewership may be plateauing.

  • Article
     | 
    APR 1, 2022

    Any platform that starts to develop where anyone can be a content creator and developer, like on the Alexa and Echo platforms, allows the company to build out wonderful customer experiences. We are excited to open up Peloton as a platform.

  • Article
     | 
    APR 20, 2022

    After the overhaul, a personalization platform triggers on-screen alerts and conversational interactions with the enterprise virtual assistant, EVA. These alerts and other communications now include:. Nudges at log-in, to finish applications or set a travel notice, or reminders that a bill will be due. Offers to send instructions to the app if a user wants to make a simple transaction.

  • Report
     | 
    OCT 21, 2021

    Many respondents in Vietnam are already fans of voice assistants like Apple’s Siri or the Amazon Echo smart speaker. Nearly 20% had used a voice command to complete an action in the prior week, and almost 22% had used a voice command to search for information. Usage correlated directly with rising income. Penetration among city dwellers was also above average. Methodology Statement.

  • Article
     | 
    MAR 1, 2022

    The new app includes the bank’s virtual voice assistant, Erica. There’s strong demand among younger consumers for digital solutions: 27% of millennials and 26% of Gen Zers called mobile customer service features “extremely valuable,” per our recent report. The big takeaway: The new app is partly driven by BofA’s desire to improve customer service and boost digital engagement.

  • Article
     | 
    MAR 11, 2022

    Even larger companies like Best Buy (Best Buy Assured Living) and Amazon (Alexa Together) have been developing tech-enabled solutions for making the jobs of caregivers easier. What’s next? All things considered, scalability for this new service might be hard, so Walmart could look to partner with home health agencies that are experiencing high rates of turnover among their caregiver employees.

  • Report
     | 
    MAY 4, 2022

    Until virtual assistants can meet all of a customer’s servicing needs, waiting will be inevitable when contacting an agent via call center or live chat. FIs can set that expectation by displaying an approximate wait time in minutes, a queue position, or a time that the FI might call back. No FI offered this feature. Global search can be a value proposition for virtual assistants.

  • Report
     | 
    DEC 16, 2021

    The ability to communicate with third-party digital assistants, such as Alexa, Google Assistant, or Siri, about one’s credit card account fails to resonate. While millions of consumers use digital assistants, cardholders may find in-house communication options such as text messaging and chatbots more appealing.

  • Chart
     | 
    JAN 10, 2022
  • Audio
     | 
    APR 27, 2021

    On today's episode, we discuss what brand-new forecasts the forecasting team cooked up in Q1, including time spent with TikTok and some direct-to-consumer (D2C) numbers. We then talk about say-through rates for voice ads, the battle between host-read and preproduced ads, and how knowledge workers will soon use a virtual assistant every day. Tune in to the discussion with eMarketer senior director of forecasting Shelleen Shum, directors of forecasting Oscar Orozco and Cindy Liu, and forecasting analyst at Insider Intelligence Peter Vahle.

  • Report
     | 
    SEP 27, 2021

    The ability to communicate with third-party digital assistants, such as Alexa, Google Assistant, or Siri, about one’s credit card account fails to resonate. While millions of consumers use digital assistants, they are only peripherally relevant to cardholders, who may find in-house communication options such as text messaging and chatbots more appealing.

  • Article
     | 
    FEB 4, 2020

    While some US consumers are warming to the idea of making voice-based purchases via smart speakers, the number of those doing so is smaller than initially estimated. In our latest forecast on smart speaker users, we lowered our outlook for the number of smart speaker buyers (people making a purchase via a smart speaker) as well as the number of smart speaker users (people who use smart speakers for any purpose).

  • Article
     | 
    FEB 18, 2020

    Amazon, which already holds a dominant position in the US smart speaker market, will continue to maintain this leadership through 2021, with approximately 70% of total US smart speaker users expected to use an Amazon Echo device, according to our latest estimates.

  • Audio
     | 
    AUG 27, 2020

    eMarketer senior corporate account director Michael Civins, forecasting analyst Peter Vahle and vice president of content studio at Insider Intelligence Paul Verna discuss which music platforms Americans use and the growing significance of podcast listening. They then talk about whether TV networks are being too optimistic about H2, how many more voice assistants there are and movies going from theaters to digital platforms much faster.

  • Audio
     | 
    DEC 9, 2019

    eMarketer junior forecasting analyst Nazmul Islam and principal analyst Victoria Petrock discuss how Americans are using smart speakers today and how that will morph into ambient computing in the future. They also talk about the rise of spam calls, how Americans travel for the holidays and the cloud gaming wars.

  • Audio
     | 
    NOV 17, 2020

    eMarketer principal analyst Jeremy Goldman, forecasting analyst Peter Vahle, and vice president of content studio at Insider Intelligence Paul Verna discuss Spotify's strategic positioning as a complete podcasting ecosystem. They then talk about how much time Americans spend on their phones during their lifetime, why Alexa's asking follow-up questions, and what we can expect from the new "Apple One" bundle.

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