Category Archives: Market Research

92% of CIOs find integrating new communications channels with legacy systems a key challenge to improving CX

The majority (92%) of CIOs find integrating new communications with legacy systems a challenge, according to new research from global cloud communications software provider, IMImobile. This comes at a time when almost all (98%) CIOs feel under pressure to deliver the customer experience (CX) expected by both customers and the wider business. Continue reading 92% of CIOs find integrating new communications channels with legacy systems a key challenge to improving CX

Study Shows Two-Thirds of Consumers Prepared to Flee to Brands Offering Superior Service

Two-thirds of consumers recently surveyed said they are more likely to switch to brands that provide the best experience or service – underscoring the importance of providing exceptional service and the ultimate cost to those companies that fail – customer defection. Continue reading Study Shows Two-Thirds of Consumers Prepared to Flee to Brands Offering Superior Service

Gartner Reveals 75% of Organizations Surveyed Increased Customer Experience Technology Investments in 2018

Three-quarters of organizations surveyed by Gartner, Inc. increased customer experience (CX) technology investments in 2018. Customer analytics continues to be one of the biggest investments, with 52% intending to increase funding in 2019, focusing on customer journey analysis, customer needs analysis, voice of the customer (VoC) and digital marketing. Continue reading Gartner Reveals 75% of Organizations Surveyed Increased Customer Experience Technology Investments in 2018

New research reveals growing need for analytics and automation to overcome compliance challenges

NICE announced the results of a new research study which found that 91% of respondents believe increasing contact centre compliance software investment should be considered a priority in the next year. 83% of contact centre professionals also said their organization’s efforts towards customer privacy and private data safety need to be improved. Continue reading New research reveals growing need for analytics and automation to overcome compliance challenges

Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry

Consumers want information instantly and chatbots have become the perfect partner for companies of any size to answer inquiries immediately. As a result, more and more brands have been adopting this technology, but how are they implementing it and what results are they seen? Continue reading Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry