The majority (92%) of CIOs find integrating new communications with legacy systems a challenge, according to new research from global cloud communications software provider, IMImobile. This comes at a time when almost all (98%) CIOs feel under pressure to deliver the customer experience (CX) expected by both customers and the wider business. Continue reading 92% of CIOs find integrating new communications channels with legacy systems a key challenge to improving CX →

A new survey has shown that 88% of companies believe ‘self-service’ will be the fastest growing channel in customer service by 2021. Continue reading New Global Report reveals 9 in 10 Companies see ‘Self‑Service’ as the future for customers →

Two-thirds of consumers recently surveyed said they are more likely to switch to brands that provide the best experience or service – underscoring the importance of providing exceptional service and the ultimate cost to those companies that fail – customer defection. Continue reading Study Shows Two-Thirds of Consumers Prepared to Flee to Brands Offering Superior Service →

Three-quarters of organizations surveyed by Gartner, Inc. increased customer experience (CX) technology investments in 2018. Customer analytics continues to be one of the biggest investments, with 52% intending to increase funding in 2019, focusing on customer journey analysis, customer needs analysis, voice of the customer (VoC) and digital marketing. Continue reading Gartner Reveals 75% of Organizations Surveyed Increased Customer Experience Technology Investments in 2018 →

TechSee, a global leader in Visual Customer Assistance powered by AI and augmented reality, released the results of an extensive data analysis it conducted to explore the impact of its technology on contact centre and customer service KPIs. Continue reading TechSee Releases Results of Study on Visual Assistance’s Impact on Customer Service KPIs →

NICE announced the results of a new research study which found that 91% of respondents believe increasing contact centre compliance software investment should be considered a priority in the next year. 83% of contact centre professionals also said their organization’s efforts towards customer privacy and private data safety need to be improved. Continue reading New research reveals growing need for analytics and automation to overcome compliance challenges →

Consumers want information instantly and chatbots have become the perfect partner for companies of any size to answer inquiries immediately. As a result, more and more brands have been adopting this technology, but how are they implementing it and what results are they seen? Continue reading Chatbots Can Effectively Resolve 65% of Customer Inquiries When Applied to the E-commerce Industry →

Consumers lack trust in artificial intelligence (AI) and don’t understand the extent to which it can make their interactions with businesses better and more efficient, according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Continue reading Consumers Failing to Embrace AI Benefits, Says Research →

Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced slow customer service. That is according to 8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide, which recently carried out a survey of 2,000 adults in the UK. Continue reading UK companies face boycotts for slow customer service →

IDA IRELAND has launched a new report detailing the extent to which 5,000 jobs in the Customer Experience (Cx) sector in Ireland will be affected by technological and generational forces over the coming years. Continue reading IDA Ireland Launches new report on Customer Experience Sector in Ireland →