Category Archives: Market Research

The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations

Zendesk released The Zendesk Customer Experience Trends Report 2019 showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever increasing customer expectations. The report is based on global survey results, focus groups, and the Zendesk Benchmark, an index of product usage data from 45,000 companies using Zendesk. Continue reading The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations

CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility

A new study from cloud-based experience leader, InMoment, uncovered five trends, including one that reveals UK consumers are outshining their global peers in making social responsibility a priority when choosing which brands to support. Unlike other areas in the study, UK companies were well aligned with consumers, also ranking this as a major area of focus. Continue reading CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility

Traditional communications channels are becoming a last resort for consumers, says Aspect Software

For many years, telephone has been the dominant means through which organisations communicate with their customers. However, according to Aspect Software, the growth in choice when it comes to interaction – as well as the changing preferences of younger generations – means that traditional channels such as telephone are now becoming more of a last resort rather than a first port of call. Continue reading Traditional communications channels are becoming a last resort for consumers, says Aspect Software

Gartner Predicts 70 Percent of Organizations Will Integrate AI to Assist Employees’ Productivity by 2021

Artificial intelligence (AI) is increasingly making its way into the workplace, with virtual personal assistants (VPAs) and other forms of chatbots now augmenting human performance in many organizations. Gartner, Inc. predicts that, by 2021, 70 percent of organizations will assist their employees’ productivity by integrating AI in the workplace. Continue reading Gartner Predicts 70 Percent of Organizations Will Integrate AI to Assist Employees’ Productivity by 2021

Gartner Identifies Four Imperatives That Customer Service and Support Leaders Must Address to Deliver Digital Customer Service in 2019

Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner, Inc. Customer-facing artificial intelligence (AI), big data, customer activism and rising CRM costs are key priorities for customer service and support leaders this year. Continue reading Gartner Identifies Four Imperatives That Customer Service and Support Leaders Must Address to Deliver Digital Customer Service in 2019

UK a Nation of Anti-Social Shoppers with Only 38% of Consumers Wanting Human Interaction When Shopping

Research by YouGov and Pegasystems has found that Brits have become antisocial shoppers with only 38% of consumers always favouring interaction with a human customer service representative rather than an automated service (such as artificial intelligence, chatbot etc.) when shopping. Continue reading UK a Nation of Anti-Social Shoppers with Only 38% of Consumers Wanting Human Interaction When Shopping

Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research

As Google Duplex inches closer to becoming a reality, new research by Aspect Software has revealed that over half of consumers (52 per cent) would be comfortable communicating with a customer service robot that closely mimics human behaviour over the phone. While this indicates a growing acceptance of customer service technology that is increasingly human-like, there also remain a number of concerns about the impact this will have on the role of human agents. Continue reading Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research

Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe

Mitel® announced the results of its new Europe-wide survey, “Cloud adoption as viewed by European Companies.” The study analyzes the attitudes and priorities of executives in eight European countries, examining their perceptions and motives for migrating to a cloud-based model for their business communications. Continue reading Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe

CX disconnect in an ‘experience economy’ is putting businesses at risk

Dimension Data revealed the findings of its annual CX Benchmarking Report. It urges organisations to address a “customer experience disconnect” that could lose them business or even jeopardise their chances of survival in competitive markets where consumer loyalty can no longer be taken for granted. Continue reading CX disconnect in an ‘experience economy’ is putting businesses at risk

AI Adoption Accelerating, Yet Benefits at Risk Unless Businesses Address Customer and Employee Doubts, Finds Genpact Research

The adoption of artificial intelligence (AI) is rapidly growing in the workplace; however, to take full advantage of AI’s opportunities, businesses must understand and overcome lingering doubts from their customers and employees, according to research released by Genpact, a global professional services firm focused on delivering digital transformation. Continue reading AI Adoption Accelerating, Yet Benefits at Risk Unless Businesses Address Customer and Employee Doubts, Finds Genpact Research