LiveVox, a leading cloud-based provider of customer service and digital engagement tools, has released the second edition of its LiveVox Work from Home Report, entitled, “The Remote Tipping Point.” Continue reading USA: LiveVox Study Finds That Many Contact Center Leaders Do Not Want to Keep Agents Remote Despite Recent Business Benefits →

Five9, a leading provider of the intelligent cloud contact centre, announced the results of a survey conducted by the International Customer Management Institute (ICMI) exploring the current state and future of work in the contact centre. Continue reading New Five9 Study Finds Contact Centres Face Workforce and Technology Gaps as Customer Service Becomes More Complex →

Unbabel, the industry’s first AI-powered Language Operations platform that helps businesses deliver multilingual support at scale, is announcing a new market category: Language Operations (LangOps). Continue reading Unbabel Announces LangOps Survey Results and New Market Category to Unify Language Strategy and Unleash Growth for Businesses →

How many of us have told a waiter we were happy with an overcooked meal or said our broadband or banking services were fine just to get a company representative off the phone? Now a new survey has quantified what might be described as “traditional British reserve”, and in doing so, revealed a huge dilemma for British businesses. Continue reading Survey: White lies leave UK companies in the dark →

Odigo, a global leader in Contact Center as a Service (CCaaS) solutions, has announced findings from its annual AI for CX report. The research, conducted by Davies Hickman, surveys over 1000 business executives in Belgium and the Netherlands, France, Germany, Spain and the UK, and analyses how contact centres are leveraging AI to enhance their offerings and their attitudes to new technologies. Continue reading 9 in 10 European executives are now looking to AI to improve CX, new survey reveals →

Jacada, a leading provider of AI and RPA powered virtual assistants, recently released key insights on why contact centre employees are stressed and how their stress negatively affects the customer experience. Continue reading Social Media Study: Stress Hurts Call Center Employees and the Customer Experience →

Lengthy and inflexible contracts are preventing businesses from bouncing back from the pandemic, according to new research from Virgin Media O2 Business. Continue reading Inflexible business contracts a major roadblock to UK economic recovery and growth →

Lucidworks, provider of the Connected Experience Cloud, shared results from a survey of 800 respondents about shopper behaviour and preferences in the U.K. and U.S. The survey outlines how shoppers interact with chatbots, product and content recommendations, where they prefer to do research, and plans for future in-store shopping. Continue reading Survey Reveals Shoppers Struggle to Be Understood By Chatbots →

MoEngage, the insights-led customer engagement platform, revealed the results of a global survey focused on consumers’ expectations of how brands should use data to improve the customer experience. Continue reading MoEngage Research Reveals Global Consumers Want More Personalization from Brands →

Simplr, a human-first, machine-enabled customer experience platform, completed a study of 1,493 consumer brands in May to track trends in conversational commerce and the consumer buying experience. Continue reading New Simplr Study of Online Brands Tracks 45% Rise in Conversational Commerce →

Yext, the AI Search company, has released research that shows a serious failure by businesses in communicating accurate and up to date information with consumers. Continue reading Yext research finds site search is outdated →

Consumers want to call businesses directly before making a high-stakes purchase, according to a new report published by Invoca, the leader in conversation intelligence for revenue teams. Continue reading Invoca Report Finds Most Consumers Want to Call Businesses, but Only Half are Satisfied with the Experience →

Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly. Continue reading 79% of UK contact centre advisors want employers to offer hybrid working →

Twilio Segment, the world’s #1 Customer Data Platform (CDP), published its State of Personalization Report for 2021. The report, which reflects findings from a survey of 3,000 consumers and business decision-makers in online retail and e-commerce, reveals a gap between consumer expectations and the experiences brands are actually offering. Continue reading Personalize or Perish: New Data from Twilio Segment Shows Customer Loyalty Hinges on Personalized Experiences →

Rackspace Technology®, a leading end-to-end multicloud technology solutions company, announced the results of a global survey revealing that, in addition to allowing products and services to stand out, modernizing technology and applications to improve customer experiences drives real-world, bottom-line benefits. Continue reading New Global Rackspace Technology Survey Underscores Business Benefits of Modernizing Applications to Improve Customer Experience →