Category Archives: Market Research

Over half of CX leaders feel wait times will be eliminated in as little as three years

CX leaders are planning to operate in a radically different landscape in as little as three years, according to a new study of over 1,300 senior CX leaders from Zendesk. Over two-thirds (68%) of those in the UK expect an end to traditional CX as we know it, giving way to radically different industry dynamics. Continue reading Over half of CX leaders feel wait times will be eliminated in as little as three years

CommBox survey: UK consumers call on AI to save “broken” customer service

The results of a new survey into the customer service industry have today been released, revealing a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery. Continue reading CommBox survey: UK consumers call on AI to save “broken” customer service

Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service

Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service, according to a survey by Gartner, Inc. Furthermore, 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service. Continue reading Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service

First-ever International Happiness Index from NICE reveals that 76% of Brits say using AI in customer service can make them happier

In today’s interconnected world, the search for happiness continues to be a timeless pursuit for both individuals and societies alike. From personal relationships to professional endeavours, we all strive to find joy and fulfilment in our lives. Continue reading First-ever International Happiness Index from NICE reveals that 76% of Brits say using AI in customer service can make them happier