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
Category Archives: 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
Call centre still king for consumers with broadband issues, new research finds
Most 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
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?
Cultural change needed to prevent individuals holding back local government tech adoption
A survey of staff working in local government reveals a significant appetite for new technology, but more than a fifth (22%) say certain individuals are holding back tech adoption to preserve the status quo1. Continue reading Cultural change needed to prevent individuals holding back local government tech adoption
‘Out of office’ but always on – New survey shows Millennials desperate to switch-off from work
As the great summer getaway begins, a national survey of small business owners found those in the millennial generation are most likely to want more time offline. 73% of 25-34 year olds would like more time unconnected, compared with 53% of 45-54 year olds and 40% of over 55s who would like time switched-off from devices. Continue reading ‘Out of office’ but always on – New survey shows Millennials desperate to switch-off from work