Category Archives: Market Research

Survey Says: Consumers Aren’t as Opposed to Bots as You Might Think

While bots are often cited as a reason for poor customer service, new research from Genesys® finds many U.K. consumers do not rank them high on their list of frustrations. In fact, when asked about the most irritating issue in customer service, only 8.6% of consumers cited speaking with a bot, debunking numerous trending perspectives on the topic. Continue reading Survey Says: Consumers Aren’t as Opposed to Bots as You Might Think

NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet)

NICE inContact, a NICE business, announced findings from the breakthrough global research study that measures real-world consumer experiences including most recent service interaction, satisfaction, loyalty and advocacy – including Net Promoter Score® (NPS®) – across communication channels. Continue reading NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet)

Consumers: Chatbots still too dumb to get the job done

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced survey results from 3,500 global consumers that find most chatbots still aren’t smart enough to meet their high expectations. While most agree chatbots can be fast and convenient in certain situations, consumers cite a lack of intelligence as their top complaint against automated bots, and 65 percent still prefer a human agent on the other end of the chat. Continue reading Consumers: Chatbots still too dumb to get the job done

BriteBill Study: Service Providers Are Missing a Critical Digital Transformation Opportunity

BriteBill, An Amdocs Company and leading provider of billing and communications software for utilities, communications and media providers released the results from a study of 40 Tier-0 and Tier-1 service providers across EMEA, North America and Asia. Continue reading BriteBill Study: Service Providers Are Missing a Critical Digital Transformation Opportunity

UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Continue reading UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

50% of consumers want blend of technology and human input in retail experience, says Aspect Software research

As technology becomes an ever more prevalent part of our everyday lives, there are signs that consumers are becoming increasingly accepting of its role in their shopping experience – such as through the presence of automated self-service computer screens in-store or chatbots through the online channel. Continue reading 50% of consumers want blend of technology and human input in retail experience, says Aspect Software research

Robotic Assurance: UK Businesses Must Inspire Employees to Embrace Robots and Automation

More than a third (34.2%) of UK workers believe that robots and automation will deliver more interesting and creative jobs for future generations, according to new research. However, the majority of employees require more education to understand the technology’s capabilities, revealing an urgent need for UK businesses to provide comprehensive training during RPA on-boarding. Continue reading Robotic Assurance: UK Businesses Must Inspire Employees to Embrace Robots and Automation

Understanding America’s Love-Hate Relationship with AI in Customer Care

Today, companies want to take advantage of every channel available to reach their customers: text, phone, webchat, email, social messenger apps, and more are in the mix. With this array of options, companies have more opportunity than ever to interact with their customers and build loyalty and trust. Yet with so many choices, getting it right—supporting customer conversations in the manner people want, while also being efficient—is of critical importance. Continue reading Understanding America’s Love-Hate Relationship with AI in Customer Care

New Survey Reveals Insurance Companies Missing Opportunity to Improve Loyalty and Reduce Churn

Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced the results of a new survey that revealed how consumers perceive their insurance companies. While the majority are very satisfied with their insurers (59 percent), this does not always equate to customer loyalty – 71 percent said simply receiving a lower price quote ranked as the top reason to change insurers. Continue reading New Survey Reveals Insurance Companies Missing Opportunity to Improve Loyalty and Reduce Churn

New research finds not valuing customers leads to $136 billion switching epidemic

New research released by CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. Continue reading New research finds not valuing customers leads to $136 billion switching epidemic