Two thirds of consumers surveyed by PwC feel companies have lost touch with the human element of the customer experience. Three quarters saying they want more human interaction in future, not less. Continue reading Companies have lost the human touch in customer experience →

Virtusa, a global provider of digital engineering and IT outsourcing services that accelerate business outcomes for its clients announced the findings of The Digital Transformation Race Has Begun, a September 2017 study commissioned by Virtusa and conducted by Forrester Consulting, that reflects the digital maturity of firms worldwide. The study evaluates the state of digital transformation across six key industries – retail, banking, healthcare, insurance, telco, and media. Continue reading Independent Study Commissioned by Virtusa Finds 85 Percent of Businesses Plan to Invest in Digital Transformation in 2018 →

Companies know they must adapt to change in order to compete, but often don’t rely on a wide enough lens into data to drive change. A new study announced, “Business Transformation and Analytics: Driving Change in a Customer-Centric World,” reveals 85% of executives know that data and analytics are critical to informing sales and marketing changes within the business, yet 39% admit to relying too heavily on one data point. Continue reading New Calabrio Study Reveals C-Level Executives Rely on Limited Data to Drive Business Change →

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys them and makes them less loyal, with 75% complaining that customer service agents don’t have the information needed to respond to their queries. 70% say they get inconsistent answers across different channels. Continue reading Research finds UK consumers demanding more detailed, personalised answers from brands →

UK consumers would rather go to the dentist or have no internet for a whole day than contact a customer call centre by phone. This is according to new research from Aspect Software, which underlines how giving customers a choice of communications channels is the best approach when it comes to successful customer engagement. Continue reading Alternatives to phone are essential for successful customer engagement, says research from Aspect Software →

Leading customer service provider Arvato announced survey findings from a group of 500 consumers and business leaders in the customer service space, revealing that businesses think the customer service experiences they’re delivering are significantly better than consumers think they are. Continue reading USA: Only 9 Percent of Consumers Say They Always Receive Excellent Customer Service →