Category Archives: Market Research

55% of Retailers Plan to Utilize Artificial Intelligence to Improve Customer Service within Three Years

Retailers recognize the value of using artificial intelligence (AI) to enhance customer service, as 55% plan to leverage this technology within three years. According to the 2018 Customer Experience/Unified Commerce Survey, 7% of retailers are currently using AI as digital assistants and chatbots, and another 48% plan to implement this capability within three years. Continue reading 55% of Retailers Plan to Utilize Artificial Intelligence to Improve Customer Service within Three Years

A poor understanding of data is hampering efforts to drive a positive customer experience, says Claranet

In today’s digital world, data is a vital asset that gives organisations the ability to uncover valuable insights about customer behaviour, which ultimately provides businesses with a competitive edge. However, new research commissioned by managed services provider Claranet has revealed that UK businesses are struggling to capitalise on the vast amounts of customer data they collect. Continue reading A poor understanding of data is hampering efforts to drive a positive customer experience, says Claranet

New Freshworks Study Finds Majority of Firms Want to Replace Their SaaS CRM Systems

Freshworks, the leading provider of cloud-based customer engagement software announced a new Forrester Consulting study, Riding The Next Wave in SaaS CRM, that found a majority of businesses are frustrated with their current SaaS customer relationship management (CRM) software and currently making plans to replace these solutions. Continue reading New Freshworks Study Finds Majority of Firms Want to Replace Their SaaS CRM Systems

Call centre fraud increases 350 percent in 4 years

Pindrop, the pioneer in voice security and authentication announced in the global Pindrop Voice Intelligence Report 2018 that voice fraud has intensified and is on the up. Between 2016 and 2017, the overall rate of voice fraud increased by 47 percent, building on last year’s 113 percent increase. Over the last four years, the rate of voice fraud has climbed over 350 percent, showing no signs of slowing down. Continue reading Call centre fraud increases 350 percent in 4 years

New Study Spotlights Divide Between Businesses and Consumers Over Definition of “Good” Customer Experience

LogMeIn released a new study designed to analyze the business impact and consumer attitudes of today’s customer journey. The LogMeIn 2018 AI Customer Experience Study surveyed over 5,000 respondents made up of both business leaders and consumers around the globe. The research found that over one-third of consumers were not impressed with their customer journey, citing an average or poor experience with 83% of consumers citing that they had at least one issue while interacting with a brand. Continue reading New Study Spotlights Divide Between Businesses and Consumers Over Definition of “Good” Customer Experience

Research Reveals Artificial Intelligence is a Priority for Customer Service, But Implementation Levels are Low in Irish Organisations

Over a third of Irish organisations with customer contact centres view Artificial Intelligence (AI) as a high priority for Customer Relationship Management (CRM). However, only 14% currently use AI solutions, and only 33% of organisations plan to implement AI in the immediate future for customer service management, according to new research from Microsoft Ireland and Codec. Continue reading Research Reveals Artificial Intelligence is a Priority for Customer Service, But Implementation Levels are Low in Irish Organisations

New Calabrio Survey Finds UK Companies Struggle to Truly Support Digital Self Service

Companies are facing increased customer demand for digital self-service options, such as chat and text message, but many are quick to add new channels of communication without first addressing internal barriers. A new study announced today, “The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience,” found that in the rush to deploy additional customer communication channels, many organisations skip the much-needed operational planning required for those channels to provide the best possible service to customer. Continue reading New Calabrio Survey Finds UK Companies Struggle to Truly Support Digital Self Service

94% of organisations recognise the importance of cloud in improving customer experience, says Aspect Software research

New research from Aspect Software and the Cloud Industry Forum has revealed that most organisations are aware of the vast potential of cloud services in enhancing the customer experience, with 94 per of respondents stating that cloud has an important role to play. Despite this widespread recognition, adoption of cloud technology for customer engagement remains low overall, with businesses needing to do more to secure the boost to competitive advantage that cloud can bring. Continue reading 94% of organisations recognise the importance of cloud in improving customer experience, says Aspect Software research

Avoidable customer churn costs British businesses £25 billion

New research released today by CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, reveals that British businesses are driving customers away for completely avoidable reasons. And it’s costing them billions. In fact, a conservative estimate of the price of switching is £25.05 billion per annum[1]. Continue reading Avoidable customer churn costs British businesses £25 billion