Despite the rise of artificial intelligence (AI) in customer service, UK consumers still overwhelmingly prefer speaking with human agents — unless AI comes with a financial incentive. That’s according to new research from 8×8, Inc., a leading global business communication platform provider. Continue reading 8×8 Report: UK Customers Still Prefer Human Support Over AI
Category Archives: Market Research
AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks
Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That’s a failure rate almost four times higher than for AI use in general – according to the 2026 Consumer Experience Trends Report from Qualtrics. Continue reading AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks
AI sparks reshoring boom as UK brands set to bring customer services home
Brands are bringing their customer service operations back to the UK as technology tears up the economics of delivery, according to new research from ArvatoConnect. Continue reading AI sparks reshoring boom as UK brands set to bring customer services home
Gartner Survey Finds More Than Half of Customer Service Journeys Now Start on Third-Party Platforms
More than half (51%) of all customer service journeys now begin on third-party platforms such as Google, YouTube, and ChatGPT, with search engines being the most popular starting point, according to a survey by Gartner, Inc. Continue reading Gartner Survey Finds More Than Half of Customer Service Journeys Now Start on Third-Party Platforms
Global survey reveals growing consumer trust in personal AI assistants
A new global survey conducted by YouGov and commissioned by Zendesk reveals that consumer trust in personal AI assistants* is gaining significant momentum, with more than half (52%) of respondents feeling comfortable** relying on them for everyday tasks. Continue reading Global survey reveals growing consumer trust in personal AI assistants
Forrester’s 2026 Budget Planning Guides: Leaders Grow More Cautious As Economic Uncertainty Persists
According to Forrester’s 2026 Budget Planning Guides, volatility is tempering 2026 budget optimism. Tariffs, trade wars, cyber threats, and economic uncertainty are resetting budget expectations, signalling a shift toward more cautious growth planning. Continue reading Forrester’s 2026 Budget Planning Guides: Leaders Grow More Cautious As Economic Uncertainty Persists