Category Archives: Market Research

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

Customer Experience Falling Short Across Multiple Channels

According to a recent customer experience survey from Serenova, organizations are not delivering the seamless customer experience that their customers want and need. In fact, 77% of the survey respondents reported having had a bad customer experience within the last year when interacting with a brand. And, alarmingly for these brands, two-thirds of respondents would not purchase from a brand again if they had a bad experience with them. Continue reading Customer Experience Falling Short Across Multiple Channels

Survey Shows Disjointed Communications Technologies Fail Customers

RingCentral released a new report, Overcoming the Digital Disconnect: How Disjointed Communications Technologies Are Letting Customers Down — and How to Solve It . Based on a global survey of 2,000 customer-facing employees by CITE Research, the report reveals a direct connection between employee and customer engagement. Continue reading Survey Shows Disjointed Communications Technologies Fail Customers