Category Archives: Market Research

UK Businesses Struggling to Meet Customer Expectations

UK businesses are failing to satisfactorily answer over a third (36%) of all routine queries asked on the web, email, Twitter and Facebook, with performance dropping by 5% since 2019. The research, from customer service software provider Eptica, an Enghouse company, found companies offering working live chat has increased to 32% in comparison to just 26% in 2019. Continue reading UK Businesses Struggling to Meet Customer Expectations

Connected customers expect a hyper-personalised, effortless experience but organisations are slow to respond

NTT Ltd., a world-leading global technology services provider revealed the findings of its annual Global Customer Experience Benchmarking Report titled “The Connected Customer: Delivering an effortless experience. According to the research, only 5% of organisations in Europe are delivering a fully functioning experience, yet more than half (51%) consider CX to be a primary differentiator. Continue reading Connected customers expect a hyper-personalised, effortless experience but organisations are slow to respond

New Research on Leading Retailers Reveals Vital Balance of Customer Experience and Operational Efficiency

The digital customer experience for retailers remains critical to safeguard customer loyalty and retail profits, according to a new report detailing customer satisfaction rankings of 25 preeminent retailers announced by Verint®.  Continue reading New Research on Leading Retailers Reveals Vital Balance of Customer Experience and Operational Efficiency

Divisions Between IT and Business Could Impact Customer Experience, Says Pega Research

Organizations must tear down the walls between IT and the business and make more customer-centric investments if they are to improve customer experience (CX), according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Continue reading Divisions Between IT and Business Could Impact Customer Experience, Says Pega Research

More than half of consumers across the globe don’t feel recognized when interacting with businesses digitally

Today’s businesses need to deliver more than personalized products and offers, they need to deliver on customer expectations for security and convenience at every moment. Experian’s annual Global Identity and Fraud Report found that the keys to meaningful online customer engagement are identifying and recognizing consumers time after time. Continue reading More than half of consumers across the globe don’t feel recognized when interacting with businesses digitally