Four in ten shoppers have needed to get in touch with a business’s customer support with a query or complaint in the last three days, according to new research. Continue reading Please hold: 4 in 10 shoppers have contacted customer support in the past THREE days
Category Archives: Market Research
UK workers reveal top bugbears of working from home
New research from Vodafone Business and RingCentral has revealed the leading bugbears for hybrid workers when working from home. Continue reading UK workers reveal top bugbears of working from home
Consumers Expect Small- and Medium-Sized Businesses (SMBs) to Deliver Fast Resolutions, Multiple Communications Channels
Quick resolutions and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) according to a new survey by Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation. Continue reading Consumers Expect Small- and Medium-Sized Businesses (SMBs) to Deliver Fast Resolutions, Multiple Communications Channels
83% of Customer Service Managers Have Added, or Plan to Add, GigCX Talent in the Next Two Years
New research from gig customer experience (GigCX) platform Limitless has revealed that 83% of customer service managers have already added – or plan to add – GigCX talent to CX operations within the next two years. Continue reading 83% of Customer Service Managers Have Added, or Plan to Add, GigCX Talent in the Next Two Years
Only over a quarter of UK organisations have omnichannel connected in their organisations
The ongoing cost-of-living crisis has set a gloomy tone for consumers across the country. Whilst customers tighten their pockets, businesses are looking for ways to deliver relevant and personalised communications that keeps customers keen. Continue reading Only over a quarter of UK organisations have omnichannel connected in their organisations
Twilio research reveals how disjointed digitisation is costing businesses
Digitisation efforts begun in the pandemic must now be reconciled in light of today’s customer needs, according to the findings of new research released by Twilio, the leading customer engagement platform. Continue reading Twilio research reveals how disjointed digitisation is costing businesses
Sprinklr Study Finds 60% of Brands Struggle with Ineffective AI for Customer Service
Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced the results of a new research report created in partnership with Customer Contact Week (CCW) Digital, Outsmarting Adversities | Customer Service Trends & Opportunities, which revealed alarming statistics for customer service teams and brands. Continue reading Sprinklr Study Finds 60% of Brands Struggle with Ineffective AI for Customer Service