Category Archives: Market Research

Artificial Intelligence is Fueling the Customer Experience Strategies of the World’s Top Brands Today

A global survey of more than 550 senior executives across 30 countries and territories reports that 91 percent of “iconic” companies — those that maintain both the highest levels of customer experience (CX) satisfaction and have world-leading brand recognition — deploy Artificial Intelligence (AI) solutions to increase customer satisfaction, compared to 42 percent of companies in their fields overall. Continue reading Artificial Intelligence is Fueling the Customer Experience Strategies of the World’s Top Brands Today

STARTEK Survey Confirms Chatbots, AI Not the End of Call Centre Human Interactions

The trend to solely employ digital or automated tools may backfire as consumers are drawn to companies who offer customer service representatives – particularly when resolving a product or service dispute, according to a new survey sponsored by STARTEK, the Colorado-based business process services firm. [Download the survey report] Continue reading STARTEK Survey Confirms Chatbots, AI Not the End of Call Centre Human Interactions

IMImobile Consumer Interaction Research finds that 68% of consumers prefer customer service over digital messaging channels

Today, cloud communications software and solutions specialist IMImobile announces findings of its latest ‘Consumer Research Report’, looking at customer service experiences and expectations of 1,000 UK consumers. Continue reading IMImobile Consumer Interaction Research finds that 68% of consumers prefer customer service over digital messaging channels

Reputation is key for a successful portrayal of brand from the contact centre

A recent spate of consumer boycotts should impel customer service centres to improve the customer experience to avoid being the next brand to suffer this fate. The complaints include major brands such as Tesco, Argos, Ryanair and South West Trains and targets the way customer service agents have handled issues. Continue reading Reputation is key for a successful portrayal of brand from the contact centre