Category Archives: Market Research

Unbabel Customer Service Survey Highlights Shift to AI-Powered Translation Across Global Organizations

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

New Research from SugarCRM Reveals a Customer Relationship Crisis

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

Seven out of 10 patient experience professionals identify contact centre as a high priority and strategic asset

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

Changing Customer Behaviour Impacts Contact Centres and Creates New Demands for the Customer Experience

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

Video Chat for Customer Service sees 70% growth in Europe

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

More Than 70% of Customers Would Switch Financial Institutions for Rich Video Content, According to SundaySky, PYMNTS Research

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

Business Adoption of 1:1 Video Messaging Grows 471% as Remote Sales and Distributed Work Dominate 2020

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

Talkdesk Research Reveals Two-Thirds of Financial Services and Insurance Customers Say One Bad Experience Dilutes Brand Loyalty

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