Category Archives: Market Research

Gartner Says CMOs Remain Optimistic About Budgets Post-COVID19, Despite Bleak Outlook from C-Suite Colleagues

While companies have cut back on marketing budgets due to COVID-19, 73% of CMOs expect the pandemic’s negative impact to be short lived, with a positive outlook for business performance in the 18-24 months, according to Gartner’s CMO Spend Survey 2020. Continue reading Gartner Says CMOs Remain Optimistic About Budgets Post-COVID19, Despite Bleak Outlook from C-Suite Colleagues

Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic

Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online shopping for items they would typically buy in store. Continue reading Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic

It’s still good to talk: only 15% of consumers want no human interaction with brands

Despite a rise in online self-service, in industries ranging from insurance and travel to utilities, a survey, commissioned by intelligent call tracking software company ResponseTap, reveals that only 15% of people don’t think human interaction is important at all when they are making a purchase. Continue reading It’s still good to talk: only 15% of consumers want no human interaction with brands

Kustomer Releases New Report On The Growing Need For Efficiency In Customer Service Across Wide Range Of Industries

Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announced new data on the state of the customer service industry which underscores the need for greater efficiency, particularly in today’s rapidly shifting business environment. Continue reading Kustomer Releases New Report On The Growing Need For Efficiency In Customer Service Across Wide Range Of Industries

Calabrio Study Finds That the Pandemic is Accelerating the Evolving World of Work for Contact Centres

Calabrio, the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic. Based on a survey of contact centre leaders, the findings point to a dramatic shift in how brands, through their contact centres and agents, now engage with their customers. Continue reading Calabrio Study Finds That the Pandemic is Accelerating the Evolving World of Work for Contact Centres

IBM Security Study Finds Employees New to Working from Home Pose Security Risk

IBM released findings from a study focused on the behaviours and security risks of those new to working from home (WFH) during the COVID-19 pandemic. The study shows more than 80% of respondents either rarely worked from home or not at all prior to the pandemic, and, in turn, more than half are now doing so with no new security policies to help guide them. Continue reading IBM Security Study Finds Employees New to Working from Home Pose Security Risk

Survey Reveals Most Businesses Overestimated Their Digital Readiness to Adapt to the Pandemic

New research from Pegasystems reveals most business leaders overestimated the state of their digital transformation efforts – which hampered their ability to adapt to the pandemic. Nearly three quarters (74%) of business decision makers said the crisis exposed more gaps in their business operations and systems than they originally expected. Continue reading Survey Reveals Most Businesses Overestimated Their Digital Readiness to Adapt to the Pandemic

Outsourcing provider urges the public to help business bounce back by leaving positive reviews

According to research from Woven, a leading outsourcing provider, more than three-quarters (78%) of consumers trust online reviews when it comes to making a purchase. As UK businesses continue to manage the fallout from lockdown, customer service experts from Woven have revealed the significant impact that positive reviews could have in helping small businesses recover. Continue reading Outsourcing provider urges the public to help business bounce back by leaving positive reviews