Bank customers in the UK politely prefer not to speak to a human adviser by phone when approaching their bank for help, even in cases of fraud, according to research by Avaya, the global leader in delivering superior customer experiences. Continue reading No Calls Please, We’re British!
Category Archives: Market Research
Nearly half of UK adults polled intend to activate new personal data rights
Nearly half (48 per cent) of UK adults plan to activate new rights over their personal data, according to a poll* of 2,000 UK adults commissioned by SAS. The poll explores the nation’s sentiment towards upcoming legislative change that empowers consumers with new rights over how their personal data is handled by organisations. Fifteen per cent of adults polled even expressed their intention to activate their new rights in the same month that the General Data Protection Regulation (GDPR) comes into force on 25 May 2018. Continue reading Nearly half of UK adults polled intend to activate new personal data rights
Contact centres are missing the opportunity to own the customer experience
88% of contact centre managers either strongly agree (39%) or agree (49%) that digital channels open new opportunities for contact centres to own the customer experience, according to a new study ‘The State of Customer Experience 2017’, commissioned by West. At the same time, the majority are failing to grasp the opportunity due to outdated technology infrastructures, which prevent them from keeping up with changing customer preferences. Continue reading Contact centres are missing the opportunity to own the customer experience
Customer service is a key differentiator for businesses, but many are falling short
PRESS RELEASE: Customer service is a key differentiator for UK businesses. Brand reputation, competitiveness and position within the market are highly influenced by a company’s ability to provide good customer service. However, despite its importance, research from Anaplan, a leading platform provider driving a new age of connected planning, reveals that UK businesses are failing to deliver good customer service and are missing out on lucrative opportunities to increase profits. Continue reading Customer service is a key differentiator for businesses, but many are falling short
Over a quarter of fraud victims spotted suspicious activity before their banks
PRESS RELEASE: 28 per cent of UK consumers that have experienced banking fraud in the last year reported the incidences to their providers first, according to new research. And, according to the latest research by Aspect Software, one in five victims only discovered there was an issue when their card was blocked. Continue reading Over a quarter of fraud victims spotted suspicious activity before their banks
Brits won over by more bots in customer service but organisations need to move more carefully on AI plans, says new research data
PRESS RELEASE: In a major international survey of Western consumer attitudes towards artificial intelligence (AI), when asked if they would be more open to using more AI if it helped save time or money, a healthy majority (60 percent) of British consumers agreed. Continue reading Brits won over by more bots in customer service but organisations need to move more carefully on AI plans, says new research data