Consumers have confidence in artificial intelligence (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. Continue reading Study Finds Consumers Conflicted on Use of Artificial Intelligence
Category Archives: Market Research
Please hold: 4 in 10 shoppers have contacted customer support in the past THREE days
Four in ten shoppers have needed to get in touch with a business’s customer support with a query or complaint in the last three days, according to new research. Continue reading Please hold: 4 in 10 shoppers have contacted customer support in the past THREE days
UK workers reveal top bugbears of working from home
New research from Vodafone Business and RingCentral has revealed the leading bugbears for hybrid workers when working from home. Continue reading UK workers reveal top bugbears of working from home
Consumers Expect Small- and Medium-Sized Businesses (SMBs) to Deliver Fast Resolutions, Multiple Communications Channels
Quick resolutions and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) according to a new survey by Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation. Continue reading Consumers Expect Small- and Medium-Sized Businesses (SMBs) to Deliver Fast Resolutions, Multiple Communications Channels
83% of Customer Service Managers Have Added, or Plan to Add, GigCX Talent in the Next Two Years
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
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