Nearly one third of consumers worldwide said they are willing to pay more for a product or service if it came with better customer service, according to a survey by Teleperformance Customer Experience Lab (CX Lab). Continue reading A Third of Shoppers Worldwide are Willing to Pay More for Good Customer Service
Category Archives: Market Research
Majority of enterprise executives increasing their 2023 digital CX budgets, despite macroeconomic uncertainty
Research commissioned by TELUS International, a leading digital customer experience (CX) innovator that designs, builds and delivers next-generation solutions, including AI and content moderation, for global and disruptive brands, found that close to three-quarters (72%) of enterprise executives will be spending more on digital CX in 2023 compared to 2022, with 68% increasing their digital CX budgets by up to 25%. Continue reading Majority of enterprise executives increasing their 2023 digital CX budgets, despite macroeconomic uncertainty
New survey finds chatbots are still falling short of consumer expectations
Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, released a new global study that shows while most customers want to use chatbots for automated support, many businesses fail to deliver positive chatbot experiences even as they increasingly rely on them as primary methods of customer interactions online. Continue reading New survey finds chatbots are still falling short of consumer expectations
Gartner Survey Finds Nearly Half of Customer Service Reps Avoid Adopting New Technologies
Forty-five percent of customer service reps (CSRs) avoid adopting new technologies by relying on legacy systems and tools, according to a survey from Gartner, Inc. Continue reading Gartner Survey Finds Nearly Half of Customer Service Reps Avoid Adopting New Technologies
Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects according to a new industry survey of contact centre industry professionals. Continue reading Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
Confidence in tech-enabled customer service remains low amongst UK consumers
Telephone is still widely perceived by consumers to be the customer service channel most likely to deliver a positive outcome, new research has found. Continue reading Confidence in tech-enabled customer service remains low amongst UK consumers