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
Category Archives: Market Research
New research shows organisations are failing to grasp customer interaction needs
Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Continue reading New research shows organisations are failing to grasp customer interaction needs
Death of the Phone: 72% of online companies in the UK are uncontactable by phone
Online companies in the UK are making it near-impossible for customers to contact them on the phone, causing customers anxiety or serious stress. That’s according to new research from MaxContact which audited the contact options at 50 of the UK’s most popular online brands. Continue reading Death of the Phone: 72% of online companies in the UK are uncontactable by phone
Research Shows Industry Professionals Believe Immersive CX Will Become a Mainstream Support Channel
Content Guru, Europe’s leading cloud contact centre and customer experience (CX) technology provider, today released research findings that highlight strong belief amongst CX industry professionals that customer support through virtual environments will grow within the next five years. Continue reading Research Shows Industry Professionals Believe Immersive CX Will Become a Mainstream Support Channel
Sitel Group® Releases Biennial CX Study Examining Global Consumer Expectations
Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions, released its CX study “Sitel Group CX Landscape 2022: Evolution or Revolution?”, which examines the expectations of consumers amid a rapidly shifting industry landscape and uncertain economy. Continue reading Sitel Group® Releases Biennial CX Study Examining Global Consumer Expectations
Future of Payments survey finds increasing trust towards digital
A survey of more than 2,200 people across the United Kingdom and United States has found that Digital Wallet payments, such as Apple Pay, Google Pay or PayPal, is increasing in popularity in both the UK and US, with at least 7 in 10 using the method regularly to pay for online purchases. Continue reading Future of Payments survey finds increasing trust towards digital