A new global study, commissioned by Sinch, finds COVID-19-induced behaviours such as avoiding crowds, flying, and dining out are here to stay, even in a post-pandemic world. Continue reading Study finds brands have yet to create the post-COVID-19 digital and mobile experiences customers value most →

Customer engagement company Airship revealed top-level results of its global benchmark study, examining the state of mobile app behaviours across nearly 750 million people worldwide. Continue reading Airship study finds Mobile App Engagement rates have soared under lockdown →

goMoxie®, the leading provider of digital guidance solutions, released a new survey showing that 40% of consumers struggle to complete basic tasks on retail websites—and that most are more likely to abandon the experience or switch to a competitor rather than seek assistance. The findings are especially concerning given the challenges many retailers already face as a result of the COVID-19 pandemic. Continue reading goMoxie Survey Finds Consumer Online Shopping Challenges Threaten Post-COVID Sales Recovery →

For years, companies have sought to digitize the customer experience. But what exactly does such digital transformation entail? And how can companies measure its impact on customer sentiment? Continue reading SANDSIV Publishes Landmark Research on Digital Transformation Measurement →

What does the future of work hold? In a world where it’s impossible to predict what will happen tomorrow, it’s a tough question to answer. But businesses that hope to emerge from the global pandemic in a stronger, better position need to be thinking about – and planning for future models – today. Continue reading Work 2035: Citrix Research Reveals a More Intelligent Future →

A leading customer service provider has challenged businesses in the UK to change the way they think about customer interaction, amid rising levels of consumer dissatisfaction. Continue reading A third of UK customers will stop doing business with a brand due to poor customer service →

Enterprises that use and operate contact centres are rapidly adopting cloud-based services as they rethink their technology strategies during the COVID-19 pandemic, according to a new report published by Information Services Group (ISG), a leading global technology research and advisory firm. Continue reading Enterprises Look to Cloud Contact Centers to Meet Demands During Pandemic →

A survey conducted among more than 1,000 UK households reveals that 40% of people would be prepared to pay more for their insurance policy if purchasing it over the phone was as quick and easy as buying online. The research, commissioned by intelligent call tracking software company ResponseTap, showed that those respondents would pay between 5% and 25% more for a better phone call experience. Continue reading Consumers willing to pay more for insurance if phone experience can match online →

IPsoft, the independent leader in enterprise AI, announced new research, in partnership with Censuswide, examining the uptake of AI during the COVID-19 pandemic and its continuing impact on the American workforce. Continue reading 71% of US executives will bring back furloughed workers in the short-term, but AI investments made during the COVID-19 pandemic will continue shaping the US workforce →

Twilio, the leading cloud communications platform, announced the results of a global survey measuring the impact and outlook of the COVID-19 pandemic on businesses’ digital engagement strategies. Continue reading Twilio Study Finds COVID-19 Accelerated Companies’ Digital Communications Strategy by Six Years →

New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has revealed that over 60% of business leaders are re-evaluating how much they will be investing in change and transformation since COVID-19, yet only a third of survey respondents are committing to a higher spend in this area. Continue reading Over 60% of business leaders are re-evaluating how much they will be investing in change & transformation since COVID-19 →

In today’s uncertain and volatile environment, customer service must play a larger role in driving both customer retention and also growing customer loyalty, according to Gartner, Inc. However, most customer service organizations attempt to do so by leaning heavily on initiatives to improve service experience quality. Continue reading Gartner Reveals Two Actions Customer Service Leaders Must Prioritize to Increase Customer Loyalty and Mitigate Disloyalty →

While many employees may not have a definitive timeline to return to work, nearly 71% of employed Americans working from home due to COVID-19 say they are able to collaborate just as well using video conferencing while working from home as they would in an in-person meeting, according to a new online survey commissioned by PGi and conducted by The Harris Poll. Continue reading PGi Survey Confirms Work from Home Could Be the Next Normal →

LogMeIn announced the results of a new commissioned study conducted by Forrester Consulting designed to help customer experience (CX) decision makers evaluate their current state, identify gaps and define a strategy for optimisation. Continue reading Global Study Finds organisational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates →

Electric utility consumers who report having a great experience have a 133 percent higher retention rate and are 142 percent more likely to recommend their provider compared to those with a poor experience. These are just a few of the key findings of new research based on a survey of more than 6,200 electrical utility consumers conducted by Verint®. Continue reading New Verint Research Pinpoints Top Priorities Among Electric Utility Consumers That Improve CX, and Reveals How Providers are Responding to COVID-19 →