Category Archives: Market Research

New research reveals 75 percent of customers still favour live agent support for customer service vs 25 percent self-service and chatbots

New research from NewVoiceMedia, a Vonage Company and leading global provider of cloud contact centre and inside sales solutions, reveals that three-quarters of consumers prefer to have their customer service inquiries handled by a live agent over self-service options or a chat bot. Continue reading New research reveals 75 percent of customers still favour live agent support for customer service vs 25 percent self-service and chatbots

Consumer Experience Report Indicates End-to-End Solutions Help Keep Pace With Rising Expectations

New research from Conduent Incorporated, a digital interactions company, finds that despite increased options for digital customer communications, brands’ ability to meet consumer expectations for sales, service and experience is declining. Continue reading Consumer Experience Report Indicates End-to-End Solutions Help Keep Pace With Rising Expectations

Data Analytics Most Instrumental in Enhancing Customer Experience and Lowering Risk for Organizations

Infosys, a global leader in next-generation digital services and consulting published a global research on data analytics from the Infosys Knowledge Institute. The survey titled, ‘Endless possibilities with data: Navigate from now to your next’, reveals that a majority of organizations are deploying analytics to enhance customer experiences and mitigate risk. Continue reading Data Analytics Most Instrumental in Enhancing Customer Experience and Lowering Risk for Organizations

Discerning shopping tastes of younger generation around Black Friday revealed in new research from Aspect Software

As Black Friday approaches, a survey conducted by Aspect Software has revealed that almost half of consumers (49 per cent) expect to see at least some improvement in customer service during the busy shopping period, with this figure rising to 69 per cent for those aged 16-24, and 61 per cent for those aged 25-34. Continue reading Discerning shopping tastes of younger generation around Black Friday revealed in new research from Aspect Software

84% of companies use more than one cloud-based video conference app

Polycom, a part of Plantronics, released Streamlined Video Conferencing Strategy Drives Business Results, a November 2018 study conducted by Forrester Consulting on behalf of Polycom. The study found that video conferencing is growing in usage, in the number of solutions, and in overall complexity for end users and IT alike. These findings showcase the need for consistent, simple experiences to speed the start of meetings and simplify IT’s job managing the estate. Continue reading 84% of companies use more than one cloud-based video conference app

Customer Experience: Marketers Doing it Wrong, Study Finds

Despite increasing investment from brands in marketing technology, nearly half of consumers say brands aren’t meeting their expectations when it comes to the customer experience (CX), and even fewer remember the last time a brand exceeded expectations, according to results of a global survey commissioned by Acquia. Continue reading Customer Experience: Marketers Doing it Wrong, Study Finds

Brands failing to listen effectively to Voice of the Customer, Eptica research finds

While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC). That’s according to new research conducted for Eptica, which found that less than a quarter (24%) of brands feel that existing measurements such as NPS, CSAT and CES give them the deep insight they need to transform their business, and the experience they provide to customers. Continue reading Brands failing to listen effectively to Voice of the Customer, Eptica research finds

A Medallia Study Reveals Consumers Want to Give Real-Time Feedback to Brands

Medallia, the global leader in customer experience management announced the findings of its latest study titled “Customer Engagement Now: Real Time is the Right Time.” Today’s consumers have become accustomed to instantaneous services and subscriptions, and they want to give brands real-time feedback across multiple digital channels to improve their overall brand experience. Continue reading A Medallia Study Reveals Consumers Want to Give Real-Time Feedback to Brands

Effective channel shift is less about the technology and more about the people it affects, says Aspect Software

For many a business, encouraging customers to embrace newer, online-based communication channels is a key aim in plans to cut costs and increase business efficiency. In many cases, the discussion around how to implement effective channel shift centres on how to bring in the technologies and processes that make these new channels a reality. However, a more effective approach is to focus on the people that channel shift affects – the customers and employees of the business. This is according to Aspect Software. Continue reading Effective channel shift is less about the technology and more about the people it affects, says Aspect Software