More than a quarter (26%) of UK businesses believe their customers are less happy in January than any other month, according to new research. Continue reading January blues threaten customer satisfaction levels for more than 25% of businesses →

Zendesk released the Zendesk Customer Experience Trends Report 2020, analyzing how businesses can drive customer loyalty, what matters most to people when they engage with businesses, and what differentiates leading companies from their competitors. Continue reading Zendesk Releases New Research With Insights on the Power of Service in Influencing Customer Loyalty →

New research has found that nearly two fifths of employees in customer service roles are most likely to look for a new job in January, due to a seasonal slump in engagement and motivation. Continue reading Nearly 40% of customer service employees to look for a new job in January →

Contexta360, a leading speech analytics, AI and conversational computing company released the results of research into the deployment and use of speech and chat interaction analytics in UK contact centres and the view of voice calls as a customer support channel. Continue reading Contexta360 research finds Speech Analytics is not yet reaching full potential in UK Contact Centres →

NICE inContact announced findings from its global research study exploring the impact of Millennials and Generation Z on digital-first omnichannel customer experiences. Continue reading Millennials and Generation Z Are Driving the Digital-first Future of Customer Experience →

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 →

Freshworks, the customer engagement software company announced research that reveals broad dissatisfaction with the latest artificial intelligence (AI) and machine learning (ML) available in today’s CRM solutions. Continue reading ‘Artificial Impact’: Only 12% of CRM Users Actually Use an AI-Based Tool →

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 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 gap between CX Leaders and Laggards is widening according to the newly published State of Customer Experience 2019 report. Many Customer Experience teams are struggling to prove the value of their programmes, and investment is being threatened. Continue reading Rallying cry needed to beat CX slump →