Category Archives: Market Research

Market Research

Customer engagement is more important than increasing profit and business growth, says the C-suite

Customer engagement is one of the most highly valued business functions for the C-suite and has firmly established itself as a board level issue, according to the latest research from Aspect Software. However, there is a recognition that no system is perfect, with several steps needed to be taken in order to improve the customer contact centre and subsequently bolster the overall customer experience. Continue reading Customer engagement is more important than increasing profit and business growth, says the C-suite →

Market Research

Research Shows Consumers Warming to AI But Want More Transparency, Data Privacy, and Human-like Touch

A new global study released by Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, revealed consumers are open to the promise of AI-powered customer experiences but need more transparency, data privacy, and a human-like touch to feel more comfortable with machine-powered interactions. Continue reading Research Shows Consumers Warming to AI But Want More Transparency, Data Privacy, and Human-like Touch →

Market Research

Pegasystems Survey Reveals Financial Institutions Slow to Shift to Customer-Centric Sales Culture

Pegasystems announced a new global survey that shows financial services institutions need to accelerate their move to a more customer-centric sales culture. While the wide majority of financial services firms and banks realize they must shift from product-based to relationship-based selling to remain competitive, only one-third of banks have successfully made the transition. Continue reading Pegasystems Survey Reveals Financial Institutions Slow to Shift to Customer-Centric Sales Culture →

Market Research

Call centre still king for consumers with broadband issues, new research finds

BIO LogoMost consumers still opt for call centres when it comes to solving problems with their broadband, according to new research by The BIO Agency. It emerged that 61% of people chose to contact their broadband service provider by telephone, with web chat the next most popular option (20%). Social media was the least popular method of contact, with only a minuscule 2% of people choosing to use this channel if they encountered problems with their service. Continue reading Call centre still king for consumers with broadband issues, new research finds →

Market Research, Outsourcing

Is Online Check-In As Popular As It Should Be?

The days of standing in a huge queue at an airline check-in desk to kick start your holiday or travel experience should be becoming a thing of the past, but a recent survey by global customer experience expert, Webhelp, indicates that airlines still have a way to go to encourage UK consumers to ditch the desk altogether. Continue reading Is Online Check-In As Popular As It Should Be? →