New research from global cloud communications platform Infobip reveals how conversational customer experiences and generative AI developments have created a long-lasting impact for how people and brands interact. Continue reading New research reveals paradigm shift in customer experience
Category Archives: Market Research
Bad Customer Service Threatens $3.7 Trillion Annually as Frontline Workers Reach a Breaking Point
New research from the Qualtrics XM Institute finds that globally, organizations are putting $3.7 trillion annually at risk due to bad customer experiences, an increase of approximately $600 billion (19%) compared to projections from last year. Continue reading Bad Customer Service Threatens $3.7 Trillion Annually as Frontline Workers Reach a Breaking Point
New Survey: AI Dominating Customer Engagement Automation Strategies
A new Verint study reveals only 10 percent of contact centre leaders believe telephony will have an impact on CX automation over the next 12 months while 53% indicated AI and 23% said digital channels will be the driving forces behind their CX automation efforts. Continue reading New Survey: AI Dominating Customer Engagement Automation Strategies
Gartner Identifies Three Top Priorities for Customer Service and Support Leaders in 2024
Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities for customer service and support leaders in 2024, according to Gartner, Inc. Continue reading Gartner Identifies Three Top Priorities for Customer Service and Support Leaders in 2024
UK small businesses prioritise customers over financial growth in 2024
Aircall, the customer communication and engagement platform, launches The Voice of SMBs 2024 global report. Continue reading UK small businesses prioritise customers over financial growth in 2024
Half of Consumers Now Expect 24/7 Customer Service Support, Vonage research unveils
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson, has released its Global Customer Engagement Report 2024. Continue reading Half of Consumers Now Expect 24/7 Customer Service Support, Vonage research unveils