Category Archives: Market Research

80 Percent of Business Leaders Consider Robotic Process Automation Important to Improving Customer Service Excellence

NICE announced insights from a new commissioned research study conducted by Forrester Consulting that shows the connection between improved customer service and Robotic Process Automation (RPA). The research findings indicated that 80 percent of business leaders surveyed felt RPA is important in making customer service teams more efficient. Continue reading 80 Percent of Business Leaders Consider Robotic Process Automation Important to Improving Customer Service Excellence

British Consumers Are Not Ready for AI and Want Higher Levels of Personalisation, New Study Reveals

UK consumers are not prepared for the introduction of Artificial Intelligence (AI), and want brands to focus on delivering a seamless, personal digital experience instead, according to the results of a global survey commissioned by Acquia, the open digital experience company. Continue reading British Consumers Are Not Ready for AI and Want Higher Levels of Personalisation, New Study Reveals

LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations

LogMeIn announced the results of a global study conducted in partnership with Ovum to understand how support agents are faring in the age of ever-rising consumer expectations. The findings reveal that the vast majority of surveyed agents believe that the technology tools provided to customer-facing employees are not evolving as quickly as their needs are. Continue reading LogMeIn Finds that 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations

The Value of Values: AI’s Potential to Usher in a More Civilised Web

A new international study commissioned by WP Engine and conducted by researchers at The University of London and Vanson Bourne explored the present and near future of AI-driven human digital experiences on the web, and the often tenuous but also potentially rewarding relationship between consumers, brands and AI. Continue reading The Value of Values: AI’s Potential to Usher in a More Civilised Web

Stefanini partnered with IDG to conduct research about how cognitive technologies will transform the customer experience

Stefanini, a $1B global IT provider, and IDG, the world’s leading technology media, data and marketing services company, partnered to conduct a survey, “How Cognitive Technologies Will Transform the Customer Experience,” which identifies the specific factors that are driving interest in the use of cognitive technologies. Continue reading Stefanini partnered with IDG to conduct research about how cognitive technologies will transform the customer experience

Nearly two-thirds of consumers worldwide say they’d like the ability to message with brands, according to LivePerson’s Consumer Preferences for Conversational Commerce survey

LivePerson, a global leader in conversational commerce solutions, announces the findings of its Consumer Preferences for Conversational Commerce survey examining consumer attitudes and preferences around brand interactions, messaging, and chatbots. Continue reading Nearly two-thirds of consumers worldwide say they’d like the ability to message with brands, according to LivePerson’s Consumer Preferences for Conversational Commerce survey