A new survey shows that consumers are fed up with poor customer engagement experiences and outdated approaches to customer service, with 68 percent noting they would buy more from brands that put service back in customer service. Continue reading 77% of consumers feel inefficient customer service experiences detract from their quality of life →

Contact centre outsourcer Kura and software specialist Inisoft have teamed up with CCA Global to understand the challenges the front-end advisors face in delivering a great service. A study of around 600 advisors paints an up-to-date picture of morale within the contact centre from a frontline perspective. Continue reading New study highlights internal communications problems at contact centres →

Cloud-based customer experience (CX) intelligence leader InMoment published its annual study of UK CX trends, which surveys both brands and consumers to determine where they are aligned on their customer experience priorities, as well as areas of disconnect. Continue reading STUDY: Top Priorities for UK Consumers Include Purpose, Human Connection and Trust →

Rises to the National Living Wage (such as the increase on April 1st) are having a wider-than expected ripple effect on the lives of British workers, by increasing people’s job satisfaction and opportunities. A study by alldaypa, the leading contact centre for the SME industry, asked workers over 27 years of age, who are paid the National Living Wage, how their jobs had changed since its introduction in April 2016. Continue reading Rises to National Living Wage makes jobs more interesting and fulfilling →

Verint® Systems, The Customer Engagement Company™, announced results from a new large-scale study of more than 36,000 consumers across 18 countries that provides a blueprint for how organizations can deliver experiences that will truly engage customers from today into 2030 and beyond. Continue reading New Verint Study of 36,000+ Consumers Across 18 Countries Reveals Customer Engagement Trends →

Spiceworks announced the results of a new survey examining the adoption and usage of intelligent assistants and AI chatbots in the workplace. The results show that within the next 12 months, 40 percent of large businesses – those with more than 500 employees – expect to implement one or more intelligent assistants or AI chatbots on company-owned devices, compared to 25 percent of mid-size companies and 27 percent of small businesses. Continue reading Spiceworks Study Reveals 40 Percent of Large Businesses Will Implement Intelligent Assistants or Chatbots by 2019 →