Bitdefender, a global cybersecurity leader, released the 2021 Bitdefender Global Report: Cybersecurity and Online Behaviors, which reveals how consumers across various age groups and socio-demographic backgrounds behave on popular platforms, applications and devices, affecting cybersecurity risk. Continue reading New Bitdefender Report Reveals Majority of Online Consumers Practice Risky Behavior for Data Protection, Digital Identity and Device Management →

A commissioned global study conducted by Forrester Consulting on behalf of Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, found that, to provide enhanced customer engagement, companies are relying on Communications Platform as a Service, or CPaaS, a complete cloud-based application platform that includes development tools, runtime, administration, and management tools. Continue reading Not All Communications APIs are Created Equal: Only 17% of Global CPaaS Users are Working with an Advanced CPaaS Vendor Despite Overwhelming Advantages →

Five9, a leading provider of the intelligent cloud contact centre, announced new milestones around the use and adoption of its Intelligent Virtual Agents (IVAs) in the contact centre. Continue reading The Rise of the Intelligent Virtual Agent: Usage Grows 180% in 2021 →

LivePerson, a global leader in Conversational AI, revealed the 2021 results from its Consumer Preferences for Conversational Commerce & AI report, providing a global outlook on how consumers view conversational commerce, customer care, and Conversational AI. Continue reading New report finds 83% of consumers worldwide would browse or buy products in messaging conversations →

As Customer Service Week begins, new research from gig customer experience (GigCX) platform Limitless has revealed that consumers are more loyal and more likely to buy from brands that feature customer-led customer service. Continue reading New research reveals nearly two thirds of consumers more likely to buy from brands with real user customer service reps →

Hinduja Global Solutions (HGS), a global leader in business process management (BPM) and digital user experience solutions, shares its expertise as a contributor and exclusive sponsor of the Execs In The Know CX Leaders Trends and Insights: Consumer Edition 2021 report. Continue reading Customer Experience More Important Than Ever as New Report Finds Nearly Half of Consumers Say It Shapes Their Brand Opinion →

Calabrio, the customer experience intelligence company, unveiled its latest report, detailing first-hand agent sentiment on the current state of the contact centre, the impact that “The Great Resignation” has had on contact centres, and the importance of employee-centric practices. The findings were announced on the first day of the annual Calabrio Customer Connect (C3) conference. Continue reading New Calabrio Report, Launched at Customer Event, Diagnoses Why Contact Centres Struggle with High Agent Turnover in 2021 →

A new study from Genesys, a global cloud leader in customer experience orchestration, reveals British workplaces have become intrinsically more empathetic during the pandemic, but brands are lagging behind in how they engage with the public. Continue reading Vast empathy rises at work signal problems for brands struggling to emulate connections with customers →

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced new research revealing that 44 percent of public sector service users have missed an appointment due to communication issues with the organisation. This soars to a staggering 70 percent of 18-24 year-olds. Continue reading Almost half of UK consumers have missed public sector appointments due to pandemic communications →

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, released the results of its commissioned study conducted by Forrester Consulting to explore how decision makers are using data insights to deliver better customer experiences. Continue reading Global Study Reveals Over 90% of Organizations are Missing Key CXM Capabilities to Drive Business Results →

Genesys®, a global cloud leader in customer experience, released “Human Values: The operating system for a high-performing contact centre,” a study examining the values, desires and strengths among high-performing contact centre employees worldwide. The report also provides a five-step process to turn these insights into actions to engage and motivate employees. Continue reading Genesys study reveals path to improving recruitment and retention for the contact centre in the face of the Great Resignation →

Uniphore, the leader in Conversational Service Automation (CSA), released survey results revealing Japanese consumer perspectives on the challenges and opportunities for video conversations. Continue reading Survey Reveals Challenges People Face with Increased Video Meetings →

Five9 announced the results of its 2021 Customer Service Index (CSI) survey. The research revealed that 30% of respondents left brands they had previously been loyal to in the last year, and one in four said their contact centre experience has gotten worse since the start of the pandemic. Continue reading Five9 Survey Finds 30% of Customers Ditched Brands They had Previously Been Loyal to Last Year →

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 →