PRESS RELEASE: According to a new report, “Success in The Experience Era: Connecting Customer and C-suite,” UK and US business executives rank customer experience above sales and revenue as the key focus in 2017. A full 100% of the C-suite survey respondents are prioritizing the customer, in contrast to just 58% who cited sales and revenue as their primary concern. Continue reading C-suite Executives Rank Customer Experience Above Sales and Marketing as Top Priority
Category Archives: Market Research
Nearly 60% of UK businesses are concerned that their own customer data may not comply with GDPR
PRESS RELEASE: The third annual research survey into the use and management of customer data from Royal Mail Data Services, the specialist data business of Royal Mail Group, reveals that 58 per cent of UK businesses are concerned that their own customer data may not comply with the new EU General Data Protection Regulation (GDPR). Continue reading Nearly 60% of UK businesses are concerned that their own customer data may not comply with GDPR
US brands raise the bar on customer experience, whilst the UK lags further behind
UK brands continue to lag significantly behind their US counterparts on customer experience, according to new research by KPMG Nunwood. The firm’s Customer Experience Excellence Centre (CEEC) revealed that a customer in the US is 15 times more likely to have a great customer experience than a customer in the UK. Continue reading US brands raise the bar on customer experience, whilst the UK lags further behind
inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service
PRESS RELEASE: NICE inContact, a NICE company and the leading provider of cloud contact center software unifying omnichannel routing, workforce optimization and analytics, today announced research identifying the quickest and most preferred methods of issue resolution across 10 different customer service channels. Continue reading inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service
Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020
PRESS RELEASE: Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Continue reading Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020
Office workers call time on dumb phones, says Avaya
PRESS RELEASE: Office workers are calling for an end to exclusively desk-bound communications technology, in particular ‘dumb’ desk phones that can only make calls, according to research by Avaya, the global leader in delivering superior customer experiences. Continue reading Office workers call time on dumb phones, says Avaya