| | Mar -20196EDITOR'S DESKThe secret is out ­ it is easier and cheaper for a business to retain existing customers than acquiring new ones. Loyal to the mantra, "keep a customer happy and improve customer retention", organizations have begun shifting their investments from marketing campaigns and flashy product launches to customer-focused services. Thanks to the indulgence of a fresh breed of entrepreneurs, a multitude of startups have risen and are challenging the status quo of customer service offerings. In an effort to deliver a more proactive and connected experience, the startup ecosystem is currently delivering solutions that possess unique combinations of AI, IoT, and chatbots, taking 24/7/365 self-service as a default feature for all businesses. The trend is also focused on creating an unbreakable sync between the sales and services with the aim to both teams can collaborate to recommend products, process orders, and resolve customer concerns. To add to this, companies are resorting to virtual technologies to improve training methods, helping them test employee skills against real-world scenarios for helping customers. Complementing this notion, MarketsandMarkets expects the customer experience management market to grow from $5.98 bn in 2017 to $16.91 bn by 2022, at a CAGR of 23.1 percent.As startups and technologists actively increase their repertoire of possibilities, customer services will find more wide-reaching use in every industry vertical. In this edition of StartupCity, we are featuring the key players in the customer services technology space along with insightful articles from thought leaders in the industry. We believe this edition will help you in evaluating and formalizing effective customer-focused strategies for your organization.Let us know your thoughts.The Emergence of Value DeliveryKenneth Thomas Managing Editoreditor@startupcity.comCopyright © 2019 SiliconMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.Phone:510.972.5010, Fax:510-894-8405 Published by SiliconMedia, Inc. To subscribe to Startup CityVisit www.startupcity.com Editorial StaffAaron Pierce Arijit Sarkar Ava Garcia Joshua ParkerSarah Fernandes Pranav SudhakarManaging EditorKenneth Thomas*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffMAR - 2019SalesRich Gonsalvessales@startupcity.comVOL - 02 SE - 02VisualizersBabu MushtaqCUSTOMER SERVICES SPECIAL
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