The research, The Digital Customer 2017 — Chat, tap, talk: eight key trends to transform your digital customer experience, is based on an independent survey of 5000 consumers across Belgium, China, Germany, the Netherlands, India, Singapore, South Africa, Spain, the UK and the US. Its findings suggest that a growing number of consumers internationally find it easier to deal with organisations via messaging and social media, a trend driven by a surge in their personal use of apps such as WhatsApp. Continue reading Organisations should embrace new messaging culture to satisfy rising customer service expectations →

A new study from IDC and LogMeIn found that fast and effective support will be a competitive differentiator for companies looking to win-over digitally transformed customers and employees. According to the study “Support Services as a Competitive Differentiator”, nearly 67% of consumers said that customer satisfaction was more important than price when doing business with a company, yet nearly 30% of companies still say that reducing the cost of support is more important than customer satisfaction. Continue reading New Study Finds Brand Loyalty Hinges on Customer Support Experiences →

New research from Mitel® reveals a vast majority of IT decision-makers surveyed agree on the value machine-to-people interactions hold for unlocking the secret to improving customer experience. More than 75 percent also say they plan on tying together devices, emerging technologies, and communications and collaboration capabilities within two years to enable such interactions. Four out of 10 expect an increase in revenue by doing so. Continue reading New Mitel Survey Highlights the Role of Machine-to-People Interactions in Transforming Customer Experience →

A new, global research study by Brite:Bill, an Amdocs company, finds that billing in the telecoms sector remains a prime cause of customer complaints, enquiries and churn, with over two thirds of consumers finding their bills hard to understand and 75 per cent not interested in the information provided. Continue reading Communications Service Providers fail to address the biggest demographic segment, Generation Z →

The majority of sectors in the UK are falling well short of providing ‘excellent’ contactability to their customers and prospects, finds latest research, with airlines and delivery firms emerging as the worst culprits among a poor-performing group. These findings – conducted across a number of sectors including retail banks, hotels and supermarkets – are particularly astonishing in today’s connected world, where reputations are made and lost on internet reviews and competition across channels is increasingly fierce. Continue reading British businesses failing to provide customers with ways to get in touch at the risk of losing their custom →