Customers expect personalisation during every brand interaction — but they don’t trust brands to keep their personal data secure and to use it responsibly. That’s the dilemma companies everywhere are currently facing, according to new data from Twilio, the leading customer engagement platform. Continue reading Twilio Report Shows Consumers Want Personalisation, But Don’t Trust Brands With Their Data →

Research commissioned by TELUS International, a digital CX innovator that designs, builds and delivers next-generation solutions for global and disruptive brands, found that half of enterprises have reduced their CX provider footprint over the last 12 months, with 51% using a single provider and 44% engaged with only two to three providers. Continue reading Half of Today’s Enterprises Have Reduced Their CX Footprint in the Past Year →