Category Archives: Market Research

Research shows customers embrace webchat, SMS and social media to contact brands – but phone contact is still central to best customer experience

Webchat, SMS and social media messaging are popular ways for customers to contact brands – but new research by Ultracomms reveals how consumers feel about contact centres and confirms they still want to pick up the phone when they have a problem. Continue reading Research shows customers embrace webchat, SMS and social media to contact brands – but phone contact is still central to best customer experience

79% of UK consumers will switch brand if trust breaks down

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers saying they’ll leave a supplier that they don’t trust. At the same time, focusing on getting customer service basics right and listening to consumers will help brands more than advertising, with 63% of consumers ranking easy processes as a top three factor in building trust. Continue reading 79% of UK consumers will switch brand if trust breaks down

Consumers Love Messaging for Customer Service But Hate its Experience Silo

eGain, the leading provider of digital-first, omnichannel customer engagement hubs announced the findings based on a consumer survey of the use of messaging for customer service. The survey revealed that consumers love the convenience of messaging but struggle mightily with its experience silo. Continue reading Consumers Love Messaging for Customer Service But Hate its Experience Silo

Business and Technology Executives Say Ability to Predict and Prevent Future Applications Challenges Could Be “Game Changer” for Organizations, DXC Technology Survey Finds

A survey of business leaders by DXC Technology and Vanson Bourne, an independent research firm, reveals that 86 percent of IT and business decision makers believe that being able to predict and prevent future challenges with applications could be a “game changer” for their organizations. This could be achieved via automation, artificial intelligence (AI) and lean processes. Continue reading Business and Technology Executives Say Ability to Predict and Prevent Future Applications Challenges Could Be “Game Changer” for Organizations, DXC Technology Survey Finds

Customers are ready for channel shift, but only on their own terms, says Aspect Software research

As new methods of interaction such as webchat and chatbot-based communication in customer service become more and more commonplace, new research by Aspect Software has found that two-thirds of consumers (67 per cent) are comfortable with moving beyond traditional channels of interaction – such as telephone – in favour of more modern channels for engagement. Continue reading Customers are ready for channel shift, but only on their own terms, says Aspect Software research

SAP Study Says Up to 93 Percent of Companies Consider Intelligent Technology Key to Digital Transformation

SAP announced research findings from a study commissioned by SAP and conducted by leading industry analyst Forrester Consulting,* indicating that intelligent technologies are critical for supporting digital transformation in the enterprise. Continue reading SAP Study Says Up to 93 Percent of Companies Consider Intelligent Technology Key to Digital Transformation

Survey: Fewer than 50% of Enterprises Have Deployed Intelligent Automation Technology

Appian announced the third set of findings from its Future of Work international survey, conducted by IDG and LTM Research. Part three of the series looks specifically at “intelligent automation,” defined as the integration of emerging cognitive and robotic computing technologies into human-driven business processes and customer interactions. Continue reading Survey: Fewer than 50% of Enterprises Have Deployed Intelligent Automation Technology

Gartner Survey Shows 37 Percent of Service Leaders Are Piloting or Using Artificial Intelligence Bots and Virtual Customer Assistants

Thirty-seven percent of service leaders are either piloting or using artificial intelligence (AI) bots and virtual customer assistants (VCAs), and 67 percent of those leaders believe they are high-value tools in the contact centre, according to a recent survey by Gartner, Inc. Continue reading Gartner Survey Shows 37 Percent of Service Leaders Are Piloting or Using Artificial Intelligence Bots and Virtual Customer Assistants