New research from gig customer experience (GigCX) platform Limitless has revealed that 83% of customer service managers have already added – or plan to add – GigCX talent to CX operations within the next two years. Continue reading 83% of Customer Service Managers Have Added, or Plan to Add, GigCX Talent in the Next Two Years
Category Archives: Market Research
Only over a quarter of UK organisations have omnichannel connected in their organisations
The ongoing cost-of-living crisis has set a gloomy tone for consumers across the country. Whilst customers tighten their pockets, businesses are looking for ways to deliver relevant and personalised communications that keeps customers keen. Continue reading Only over a quarter of UK organisations have omnichannel connected in their organisations
Twilio research reveals how disjointed digitisation is costing businesses
Digitisation efforts begun in the pandemic must now be reconciled in light of today’s customer needs, according to the findings of new research released by Twilio, the leading customer engagement platform. Continue reading Twilio research reveals how disjointed digitisation is costing businesses
Sprinklr Study Finds 60% of Brands Struggle with Ineffective AI for Customer Service
Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced the results of a new research report created in partnership with Customer Contact Week (CCW) Digital, Outsmarting Adversities | Customer Service Trends & Opportunities, which revealed alarming statistics for customer service teams and brands. Continue reading Sprinklr Study Finds 60% of Brands Struggle with Ineffective AI for Customer Service
Gartner Says 20% of Inbound Customer Service Contact Volume Will Come From Machine Customers by 2026
By 2026, 20% of inbound customer service contact volume will come from machine customers, according to Gartner, Inc. Continue reading Gartner Says 20% of Inbound Customer Service Contact Volume Will Come From Machine Customers by 2026
Frontline Employees on Understaffed Teams Twice as Likely to Consider Quitting as Employees on Well-staffed Teams
Workers in customer-facing roles are stressed and nearly one-third (31%) think about quitting their job multiple times a month, according to new research from Qualtrics. More than two in five (44%) say their workloads have increased, and one-third say customers have become ruder over the past year. Continue reading Frontline Employees on Understaffed Teams Twice as Likely to Consider Quitting as Employees on Well-staffed Teams