The British public are being forced to wait an average of 12 minutes before being connected to a call centre worker. When Brits finally get to speak to a real person, 9 out of 10 (87%) say their complaints are not always resolved, according to exclusive new online research from global cloud communications platform Infobip. Continue reading British public on hold for 12 mins before speaking with a call centre worker
Category Archives: Market Research
Study Finds Consumers Conflicted on Use of Artificial Intelligence
Consumers have confidence in AI as a tool for transforming their customer experiences but have growing concerns over AI’s increased prevalence in other disciplines, according to new research from Pegasystems Inc., the low-code platform provider empowering the world’s leading enterprises to Build for Change®. Continue reading Study Finds Consumers Conflicted on Use of Artificial Intelligence
Gartner Survey Finds 79% of Corporate Strategists See AI and Analytics as Critical to Their Success Over the Next Two Years
Seventy-nine percent of corporate strategists said that technologies such as analytics, artificial intelligence (AI) and automation will be critical to their success over the next two years, according to a survey by Gartner, Inc. Continue reading Gartner Survey Finds 79% of Corporate Strategists See AI and Analytics as Critical to Their Success Over the Next Two Years
CM.com Research on Personalization: Are Retailers Getting It Right?
Consumers today expect personalized experiences throughout their customer journey. Numerous retailers are falling short of meeting these expectations, but a recent study conducted by CM.com sheds light on the potential for improving overall brand perception by enhancing consumer experiences with personalization opportunities. Continue reading CM.com Research on Personalization: Are Retailers Getting It Right?
Invoca Report Finds 62% of Contact Centre Managers Cannot Analyse Enough Calls to Evaluate Agent Performance Accurately
Invoca, a recognized leader in conversation intelligence AI, released its 2023 State of the Contact Center Report to pull the curtain back on how contact centre agents work, what makes them happy, and how contact centre managers use conversation intelligence AI to drive contact centre performance and excel in customer satisfaction. Continue reading Invoca Report Finds 62% of Contact Centre Managers Cannot Analyse Enough Calls to Evaluate Agent Performance Accurately
New State of CX study from SurveyMonkey shows major disconnect between CX and digital marketing pros and customers
New data from SurveyMonkey, a global leader in online surveys and forms, reveals a drastic disconnect between consumers’ feelings and CX and digital marketing professionals’ perceptions about customer experiences. Continue reading New State of CX study from SurveyMonkey shows major disconnect between CX and digital marketing pros and customers