Category Archives: Market Research

Deloitte Digital and Snap Inc. Report Reveals the Rich, Untapped Future of Augmented Reality for Customer Experience

Deloitte Digital and Snap Inc. have conducted one of the largest and most comprehensive global “Consumer Augmented Reality” reports to further understand the potential of this technology, the findings of which affirm AR’s role as the next frontier of mobile and digital engagement and identify how AR can help brands elevate their customer experience. Continue reading Deloitte Digital and Snap Inc. Report Reveals the Rich, Untapped Future of Augmented Reality for Customer Experience

Global Data from IBM Points to AI Growth as Businesses Strive for Resilience

New market research commissioned by IBM found that almost one-third of IT professionals surveyed globally say their business is now using artificial intelligence (AI), with 43 percent reporting that their company has accelerated their rollout of AI as a result of the COVID-19 pandemic. Continue reading Global Data from IBM Points to AI Growth as Businesses Strive for Resilience

Kustomer Releases New Report that Delves into Changing Consumer Expectations for Retail Customer Service

Kustomer, a top-rated CRM for modern customer experiences, released a new report on the shifting expectations of retail customer service, underscoring the need for continued investment in customer service and the importance of delivering consistent, omnichannel service throughout the customer journey. Continue reading Kustomer Releases New Report that Delves into Changing Consumer Expectations for Retail Customer Service

IT Leaders See Opportunity from AI but Lack Technology, Skillsets and Governance to Realize the Promise

Juniper Networks, a leader in secure, AI-driven networks, announced the findings of a global research report showing that while both consumers and enterprises want to use artificial intelligence (AI) to a greater extent – and many executives have put it as a top strategic priority for 2021 – challenges still remain that have hindered actual adoption. Continue reading IT Leaders See Opportunity from AI but Lack Technology, Skillsets and Governance to Realize the Promise

Nearly two thirds of UK enterprises have invested in improving digital customer communications during the pandemic

With most people locked down and relying on digital communications during the pandemic, around two thirds (64 per cent) of UK IT leaders questioned in a new survey reveal that their organization has made technology changes to improve digital interaction with customers. Continue reading Nearly two thirds of UK enterprises have invested in improving digital customer communications during the pandemic

New Study Finds Majority of Organizations will Maintain Remote or Hybrid Contact Centres

A new Forrester Consulting study, commissioned by CallMiner, the leading provider of speech and customer interaction analytics, explores how contact centre leaders are increasingly prioritizing the experiences of customer service representatives (CSR) to improve customer experience (CX). Continue reading New Study Finds Majority of Organizations will Maintain Remote or Hybrid Contact Centres

Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds

Real-time decisioning technology can play a critical role keeping customers happy, reducing churn, and improving the customer experience in the face of ever-increasing expectations, according to new research by Pegasystems, the software company that crushes business complexity. Continue reading Real-Time Decisioning Tools Critical to Meeting Increased Customer Expectations, Research Finds

New survey paints positive picture of Employee Engagement during lockdown

Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home. However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers – and 56% of Directors/Managers – say that People Engagement in their Contact Centres is not a problem. Continue reading New survey paints positive picture of Employee Engagement during lockdown

The Biggest Challenge for Companies: Lack of Customer Knowledge

Mapp, the international provider of insight-led customer engagement, released the results of a study on current customer experience strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently. Continue reading The Biggest Challenge for Companies: Lack of Customer Knowledge

COVID accelerates demand for gig-driven customer support models

Limitless released annual industry report ‘GigCX goes mainstream‘, with headline data revealing that 47% of those doing gig customer service roles today had lost full time employment or had hours cut due to COVID-19. Furthermore, 46% of those surveyed became GigCX Experts over the past year due to reasons associated with the pandemic. Continue reading COVID accelerates demand for gig-driven customer support models

Research Study Commissioned by LiveVox Reveals Path to Improved Contact Centre Agent and Customer Experience

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, recently commissioned Forrester Consulting to evaluate how integrated contact centre solutions help firms with their business operations, customer needs, agent performance, and business outcomes. Continue reading Research Study Commissioned by LiveVox Reveals Path to Improved Contact Centre Agent and Customer Experience