More than nine-in-ten IT decision-makers (92%) believe ITSM implementers are failing to meet the needs of customers, according to new research from specialist ITSM consultancy Xcession. Continue reading 92% of IT decision-makers believe ITSM implementers fail customers →

While businesses worldwide have started to see their operations stabilize, they will be tested once again as higher expectations of the digital experience are on the rise. According to Experian’s latest Global Insights Report, 60 percent of consumers have higher expectations of their digital experience than before Covid-19. Continue reading One in three consumers are only willing to wait 30 seconds or less before abandoning an online transaction →

The results of new global research from Mitel® offer encouraging signs for CX and point to areas where IT decision-makers should prioritise improvements as they look beyond today’s challenging business environment. Continue reading Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement →

RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions, released the findings of its Connected Culture Report, a new study that explores how remote work impacts employee productivity and well-being. Continue reading New Study Reveals Boost in Employee Productivity and Well-Being Among Companies That Foster a ‘Connected Culture’ in Work from Anywhere Environment →

Remote working could spell the end for formal office wear, new research suggests. Two-thirds (67.2%) of Brits admit they do not change clothes to look smarter ahead of work video calls, according to new research from Cloud and Managed Services provider Maintel.  Continue reading The unkempt workforce – Lockdown Brits shun the work suit & tie and fail to hide messy rooms on virtual work meetings →

NICE inContact, a NICE business, announced the findings of a global research study detailing the growing role of digital-first omnichannel experiences in fostering customer loyalty and advocacy. Continue reading Businesses Are Increasing Investment in Digital Channels and Artificial Intelligence for Enhanced Customer Experiences →

With shoppers looking ahead to the busy festive season, PCI Pal, the global provider of cloud-based secure payment solutions, has released a new study that shows data security concerns will influence how and where people make their festive purchases this year. Continue reading Survey reveals 7 out of 10 people will avoid festive shopping with brands that have experienced a data security incident in the last year →

Precisely, the global leader in data integrity, released the findings of a report commissioned with market intelligence firm Corinium that examines the significant changes that customer experience (CX) leaders must make as a result of COVID-19, and the acceleration of data-driven technologies shaping the future of CX in the post-pandemic world. Continue reading New Findings Uncover Significant Shift to Digital Technologies Among Customer Experience Leaders in the Age of COVID-19 →

IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced the results of a custom research study conducted by Nemertes Research, focusing on critical business and technology challenges faced by companies using on-premises contact centres and how they plan to address these within the next two to five years. Continue reading New Study Shows Contact Centres Using Over-the-Top CPaaS Solutions See Major Results →

ManageEngine, the IT management division of Zoho Corporation, unveiled findings from a new report titled the Remote Work Online Behavior Report, analyzing behaviors related to personal and professional online usage patterns. Continue reading New Report: Security Threats and Productivity Challenges Rise Due to Disconnect Caused by Remote Work →

Nearly a third of Brits will never spend again with businesses which provided bad customer service during lockdown, according to new research from Infobip. Continue reading UK businesses will lose £2.5 billion and more due to bad customer service →

More than a third (37.2%) of Brits are dissatisfied with the customer service experience they receive, according to new research from Cloud and Managed Services provider Maintel. Continue reading Research reveals Brits frustrated at poor lockdown customer service →

A new global study, commissioned by Sinch, finds COVID-19-induced behaviours such as avoiding crowds, flying, and dining out are here to stay, even in a post-pandemic world. Continue reading Study finds brands have yet to create the post-COVID-19 digital and mobile experiences customers value most →

Customer engagement company Airship revealed top-level results of its global benchmark study, examining the state of mobile app behaviours across nearly 750 million people worldwide. Continue reading Airship study finds Mobile App Engagement rates have soared under lockdown →

goMoxie®, the leading provider of digital guidance solutions, released a new survey showing that 40% of consumers struggle to complete basic tasks on retail websites—and that most are more likely to abandon the experience or switch to a competitor rather than seek assistance. The findings are especially concerning given the challenges many retailers already face as a result of the COVID-19 pandemic. Continue reading goMoxie Survey Finds Consumer Online Shopping Challenges Threaten Post-COVID Sales Recovery →