New research from Kore.ai, the world’s leading enterprise AI company providing conversational AI and generative AI platforms and solutions, has revealed a growing acceptance for AI-powered virtual assistants among contact centre agents. Continue reading New Research Reveals Growing Acceptance for Automated Assistants in the Contact Centre
Category Archives: Market Research
NPSx By Bain & Company and InMoment Release Exclusive Industry Report, Identifying CX Leaders in the UK
InMoment®, the leading provider of Experience Improvement (XI)™, has announced the release of its exclusive research study in partnership with NPSx by Bain & Company, which analyses the CX landscape in the UK and highlights the CX leaders and laggards based on their Net Promoter Score (NPS) performance. Continue reading NPSx By Bain & Company and InMoment Release Exclusive Industry Report, Identifying CX Leaders in the UK
Customer-Focused Leaders Look to AI for a Competitive Advantage
More than 60% of customer experience leaders expect that AI will give them a competitive advantage, indicating that AI is poised to make a significant impact on the way companies interact with their customers. Continue reading Customer-Focused Leaders Look to AI for a Competitive Advantage
GigCX ‘Levels Up’ in Limitless’ Fourth-Annual GigCX Report
Gig customer experience (GigCX) platform Limitless released its fourth-annual GigCX report, GigCX Levels Up. Produced by Limitless in partnership with Genesys and Execs In The Know, the report features contributions from customer experience (CX) leaders across several industries, including tech, retail, e-commerce, and marketplaces. Continue reading GigCX ‘Levels Up’ in Limitless’ Fourth-Annual GigCX Report
Gartner Survey Finds 62% of Customer Service Channel Transitions are “High-Effort”
Sixty-two percent of customer service channel transitions are “high-effort” for customers, according to Gartner, Inc. Less than half of customers who experience a high-effort transition will use self-service again for their next interaction. Continue reading Gartner Survey Finds 62% of Customer Service Channel Transitions are “High-Effort”
British public on hold for 12 mins before speaking with a call centre worker
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