With less than three months to go until the implementation of General Data Protection Regulation (GDPR), new research has revealed that over a third of marketers across Europe and the US still don’t understand the changes or the impact it will have on their businesses. Continue reading Over a third of marketers still don’t understand GDPR as implementation deadline looms →

Marks & Spencer, Monsoon, Wilko and John Lewis are among the easiest retailers for consumers to get in touch with, according to latest findings. Yonder Digital Group, commissioned research analysing how easily UK consumers could get in touch with retailers via their preferred channel and identified a dutiful-dozen retailers that are ticking all the boxes. Continue reading Research by Yonder Digital Group reveals 12 UK retailers that are offering the best customer service →

Inbenta, the natural language search and conversational platform powered by artificial intelligence announced the findings of a Chatbot Consumer and Business Survey, which examines the key insights shaping today’s opinions and outlooks on chatbots and AI. The findings include perspectives from more than 1,000 consumers and business executives across the globe. Continue reading AI Saves Money and Creates Frustration-Free Customer Service →

Uniphore Software Systems recently released the ‘Executive Survey: Drivers for Deploying Speech Analytics’, a market report commissioned by Uniphore and conducted by Opus Research, highlighting growing importance of deploying speech analytics to significantly improve customer experience. Continue reading 57% Companies in Southeast Asia Reveal Speech Analytics Helps Discover ‘Root Cause’ of Customer Experience Failures →

Customer service has reached a digital tipping point, according to the latest research from Aspect Software. Although speaking with live customer service agents on the telephone is still the most popular first point of contact for British consumers contacting customer service (27%), if given the choice of using one method of communication, two-thirds of us would choose text channels such as live chat or even Facebook Messenger. Continue reading New research from Aspect Software shows self-service and AI are redefining how consumers view customer service →

eGain, the leading provider of cloud-based customer engagement solutions announced that chatbot silos are the biggest hurdle for consumers in using virtual assistants. The finding is from an independent survey of 3,000 consumers, conducted by Chatbots.org. Continue reading Consumers Say No to Chatbot Silos in US and UK Survey →