Category Archives: Market Research

TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience

TELUS International, a customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands, announced the results of a U.S. study analyzing consumer interest in personalized customer service experiences. Continue reading TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience

New Virtusa Study Finds Digital Customer Experience, Innovation, and Cost Reduction are Top Priorities for Banks

Virtusa Corporation, a global provider of digital strategy, digital engineering, and IT outsourcing services that accelerates business outcomes for its clients, today announced the findings from The Top Global Banking Technology Trends, a July 2019 research paper commissioned by Virtusa and conducted by Finextra. Continue reading New Virtusa Study Finds Digital Customer Experience, Innovation, and Cost Reduction are Top Priorities for Banks

Lack of alignment and collaboration between C-suite, IT teams and wider business holding back digital transformation

According to NTT Ltd.’s 2019 Digital Means Business Report, only 11% of organizations are highly satisfied with those in charge of spearheading digital transformation, despite the fact that almost three-quarters of them are already underway on their journey. Continue reading Lack of alignment and collaboration between C-suite, IT teams and wider business holding back digital transformation

Contact Centre Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences

NICE inContact, a NICE business, announced the findings of its second annual, comprehensive global research study that gauges the changing attitudes of business contact centre leaders and consumers in key areas of customer experience. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, business wave, polled contact centre leaders in the United States, United Kingdom, and Australia. Continue reading Contact Centre Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences

Zendesk Releases Benchmark Reports on the Biggest Gaps in Customer Experience for Small and Midsize Companies

Zendesk released new research and insights from more than 9,000 small and midsize companies, analyzing the gaps between companies’ perceptions of the customer experiences they deliver and the reality. While results indicate differences in small and midsize businesses’ ability to meet the growing expectations of customers, one discovery is consistent: fast-growing companies are more likely to take an omnichannel approach, offering a seamless and connected experience for communicating with customers across multiple channels. Continue reading Zendesk Releases Benchmark Reports on the Biggest Gaps in Customer Experience for Small and Midsize Companies

Drift and SurveyMonkey Release 2019 State of Conversational Marketing Report

Drift, the leading conversational marketing platform and SurveyMonkey, a leading global survey software company, announced the release of the 2019 State of Conversational Marketing Report. Based on a survey of 1,000+ U.S. consumers, the 2019 State of Conversational Marketing is a follow-up to the 2018 State of Chatbots report and highlights key conversational marketing trends and benchmarks. Continue reading Drift and SurveyMonkey Release 2019 State of Conversational Marketing Report

Uncertainty Over AI Holding Back UK Industry Adoption

The majority of businesses (70%) across the UK acknowledge that failing to get on-board with artificial intelligence (AI) now will cost their organisation for the next decade. In fact, just 17% of UK businesses have a fully implemented AI strategy. That’s according to a survey of business leaders in the UK conducted by Vanson Bourne and sponsored by Avaya. Continue reading Uncertainty Over AI Holding Back UK Industry Adoption

70% of U.S. Employees Hold Positive View of Artificial Intelligence in the Workplace Today

Despite recent doom-and-gloom anecdotal reporting, a nationwide survey of 1,001 workers in the United States finds that 70% have an upbeat attitude toward new workplace technologies involving artificial intelligence (AI), such as chatbots, robots and augmented reality. Only 5% say they dislike new technology for putting their jobs at risk today. Continue reading 70% of U.S. Employees Hold Positive View of Artificial Intelligence in the Workplace Today

IDC Survey Finds Artificial Intelligence to be a Priority for Organizations But Few Have Implemented an Enterprise-Wide Strategy

A recent International Data Corporation (IDC) survey of global organizations that are already using artificial intelligence (AI) solutions found only 25% have developed an enterprise-wide AI strategy. At the same time, half the organizations surveyed see AI as a priority and two thirds are emphasizing an “AI First” culture. Continue reading IDC Survey Finds Artificial Intelligence to be a Priority for Organizations But Few Have Implemented an Enterprise-Wide Strategy