Unbabel, an AI-powered language operations platform that helps businesses deliver multilingual support at scale, has announced the release of a Customer Service (CS) Market Buyer Insights Report, a survey of decision-makers in the U.S., UK and Germany. Continue reading Unbabel Customer Service Survey Highlights Shift to AI-Powered Translation Across Global Organizations →

Twilio, the leading cloud communications platform, released its second annual State of Customer Engagement Report. Continue reading Twilio’s Annual State of Customer Engagement Report Finds Digital Engagement Is Key to Business Survival in a Post-Pandemic World →

Fuelled by lack of visibility into customer data, many companies are facing a customer relationship crisis. Forty-eight percent of sales professionals believe that their CRM systems are unfit for purpose, while customer churn is costing mid-market companies an average of $5.5M per year each, according to a new CRM and Sales Impact Report from SugarCRM. Continue reading New Research from SugarCRM Reveals a Customer Relationship Crisis →

According to a new report by Talkdesk® Research, The Patient Experience Revolution in Health Care, seven out of 10 patient experience (PX) professionals recognize the contact centre as a high priority and strategic asset. Continue reading Seven out of 10 patient experience professionals identify contact centre as a high priority and strategic asset →

Noble Systems, a global leader in omnichannel contact centre technology solutions, recently conducted a contact centre market survey to explore changes in customer behaviours in the past year and to examine the impact of these changes on the industry. Continue reading Changing Customer Behaviour Impacts Contact Centres and Creates New Demands for the Customer Experience →

For over 70% of telecom operators, stores and call-centres are still the dominant distribution channels despite the unprecedented connectivity and e-transaction demand across the globe brought in by the Covid-19 pandemic. Continue reading 3 out of 4 Telcos Still Rely on Stores and Call Centres for Revenues, Upstream Report Says →

Webhelp, a leading global customer experience and business solutions provider, has today released new research regarding consumer preferences towards video chat . The research conducted during the pandemic found that, whilst COVID-19 has resulted in an uptick in the use of video calls across both personal and professional lives, consumer preferences for the use of video calling in a customer service setting have dramatically increased at 70%. Continue reading Video Chat for Customer Service sees 70% growth in Europe →

By 2025, 80% of customer service organizations will have abandoned native mobile apps in favour of messaging for a better customer experience, according to Gartner, Inc. Continue reading Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favour of Messaging by 2025 →

More than 70% of consumers would switch to another financial institution if it provided rich media video content and information through innovative media tools, according to new research from PYMNTS and SundaySky, the leading platform for video-powered experiences. Continue reading More Than 70% of Customers Would Switch Financial Institutions for Rich Video Content, According to SundaySky, PYMNTS Research →

The lifestyle changes driven by the lockdown have prompted more small businesses to radically transform their business processes. It’s increasingly become clear that companies were ill-equipped to handle this new way of working and are turning to technology for help. Continue reading Pandemic lockdown has accelerated interest in CRM systems →

A new research report from Go Inspire Group reveals that the UK financial services sector could be saving over £47 million every year from reduced call volumes by re-engineering how information is designed and presented. Continue reading Financial services sector wasting millions in unnecessary call centre volumes →

A majority of organizations have witnessed strong productivity gains in Q3 2020 by allowing employees to work remotely; however, employees are being impacted by the feeling of being “always-on”. Continue reading Nearly 70% of organizations believe the productivity gains of remote working are sustainable beyond the pandemic →

With the forced shift to remote work this year, video content went from a nice-to-have to a need-to-have tool for companies, a new research report shows. The number of respondents investing in asynchronous one-to-one video grew exponentially, from 7% in 2019 to 40% in 2020, representing a 471% increase year over year, according to The State of Video Report – 2020 Edition released today by Vidyard and Demand Metric, now in its seventh year. Continue reading Business Adoption of 1:1 Video Messaging Grows 471% as Remote Sales and Distributed Work Dominate 2020 →

Despite customer experience being the key battleground for brands, new research from experience analytics company Contentsquare shows only 15% of consumers are happy with their online shopping experiences. Continue reading State of Digital Happiness: Only 15% of Consumers Are Happy Shopping Online →

Seven out of 10 customers demonstrate deeper loyalty to financial services and insurance companies that heavily invest in customer experience (CX), according to a new research study by Talkdesk®, the cloud contact centre for innovative enterprises. Continue reading Talkdesk Research Reveals Two-Thirds of Financial Services and Insurance Customers Say One Bad Experience Dilutes Brand Loyalty →