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
Category Archives: Market Research
‘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
No Calls Please, We’re British!
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!
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 At the same time, the majority are failing to grasp the opportunity due to outdated technology infrastructures, which prevent them from keeping up with changing customer preferences.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