NICE inContact announced findings from its global research study exploring the impact of Millennials and Generation Z on digital-first omnichannel customer experiences. Continue reading Millennials and Generation Z Are Driving the Digital-first Future of Customer Experience →

NICE announced insights from a new commissioned research study conducted by Forrester Consulting that shows the connection between improved customer service and Robotic Process Automation (RPA). The research findings indicated that 80 percent of business leaders surveyed felt RPA is important in making customer service teams more efficient. Continue reading 80 Percent of Business Leaders Consider Robotic Process Automation Important to Improving Customer Service Excellence →

Freshworks, the customer engagement software company announced research that reveals broad dissatisfaction with the latest artificial intelligence (AI) and machine learning (ML) available in today’s CRM solutions. Continue reading ‘Artificial Impact’: Only 12% of CRM Users Actually Use an AI-Based Tool →

UK consumers are not prepared for the introduction of Artificial Intelligence (AI), and want brands to focus on delivering a seamless, personal digital experience instead, according to the results of a global survey commissioned by Acquia, the open digital experience company. Continue reading British Consumers Are Not Ready for AI and Want Higher Levels of Personalisation, New Study Reveals →

LogMeIn announced the results of a global study conducted in partnership with Ovum to understand how support agents are faring in the age of ever-rising consumer expectations. The findings reveal that the vast majority of surveyed agents believe that the technology tools provided to customer-facing employees are not evolving as quickly as their needs are. Continue reading LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations →

The gap between CX Leaders and Laggards is widening according to the newly published State of Customer Experience 2019 report. Many Customer Experience teams are struggling to prove the value of their programmes, and investment is being threatened. Continue reading Rallying cry needed to beat CX slump →

A new international study commissioned by WP Engine and conducted by researchers at The University of London and Vanson Bourne explored the present and near future of AI-driven human digital experiences on the web, and the often tenuous but also potentially rewarding relationship between consumers, brands and AI. Continue reading The Value of Values: AI’s Potential to Usher in a More Civilised Web →

Stefanini, a $1B global IT provider, and IDG, the world’s leading technology media, data and marketing services company, partnered to conduct a survey, “How Cognitive Technologies Will Transform the Customer Experience,” which identifies the specific factors that are driving interest in the use of cognitive technologies. Continue reading Stefanini partnered with IDG to conduct research about how cognitive technologies will transform the customer experience →

LivePerson, a global leader in conversational commerce solutions, announces the findings of its Consumer Preferences for Conversational Commerce survey examining consumer attitudes and preferences around brand interactions, messaging, and chatbots. Continue reading Nearly two-thirds of consumers worldwide say they’d like the ability to message with brands, according to LivePerson’s Consumer Preferences for Conversational Commerce survey →

Pindrop®, the pioneer in voice security and authentication, today released its annual Voice Intelligence Report uncovering skyrocketing fraud rates, with 90 voice channel attacks occurring every minute in the US. Continue reading Pindrop Voice Intelligence Report Finds 90 Voice Fraud Attacks Occur Every Minute →