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
Category Archives: Market Research
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
New Customer Service Survey from Aspect Software Shows Harmony, Opportunity When Chatbots and Agents Work Together
Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying they like what they do according to the just-released Aspect Agent Experience Index. Yet, despite the agent satisfaction reported, multiple research firms including Gartner and Juniper Research are predicting chatbots or A.I. will replace nearly all live agent interaction in the next several years. Continue reading New Customer Service Survey from Aspect Software Shows Harmony, Opportunity When Chatbots and Agents Work Together
UK consumers risk losing millions due to hidden ‘cost of hassle’
PRESS RELEASE: From not returning faulty goods or cancelling unwanted services to leaving account information out of date, our fatigue when considering contact with companies could be costing millions. Whilst one-in-three [1] admit to avoiding contact with companies whenever possible, research reveals that 77% of organisations see reducing customer effort as a top priority [2]. Continue reading UK consumers risk losing millions due to hidden ‘cost of hassle’
Personalisation – Are the Under 35s Being Left Out?
Personalisation. It’s a much talked about subject and one of the latest key concepts in retail marketing. So much so that the tendency is to think everyone knows what it means. But a recent survey conducted by leading global customer experience expert, Webhelp, revealed some surprising results that show this is definitely not the case. Continue reading Personalisation – Are the Under 35s Being Left Out?
80% of consumers claim a personal service is important when purchasing online
PRESS RELEASE: More than three quarters (80%) of consumers claim that receiving a personal service is important when purchasing online highlighting the need for human interaction to be available in real time through customer service channels, research by conversational commerce platform, iAdvize, has found. Continue reading 80% of consumers claim a personal service is important when purchasing online