New research from global cloud communications platform Infobip reveals that chat apps such as WhatsApp are becoming crucial channels for customer communications, demonstrating the growing importance of conversational experiences. Continue reading New Infobip research shows the rising dominance of chat apps for customer communications
Category Archives: Market Research
Tech Maturity Shapes Firms’ Customer Experience Initiatives
Major changes in business operations and consumer behaviour since the start of the COVID-19 pandemic have increased demand for advanced CX capabilities, with enterprises adopting new technologies at different rates depending on their maturity and needs, according to a new research report published by Information Services Group (ISG), a leading global technology research and advisory firm. Continue reading Tech Maturity Shapes Firms’ Customer Experience Initiatives
Omni-Channel, UGC and Live Video Will Drive Online Retail Revenue in 2023
Emplifi, a leading unified customer experience platform, today released its predictions for the top retail trends in 2023. According to Emplifi, omni-channel approaches, user generated content (UGC) and live video will be integral to online retail success next year. Continue reading Omni-Channel, UGC and Live Video Will Drive Online Retail Revenue in 2023
Survey: Consumers Ready to Meet Brands in Metaverse
According to a recent survey by TELUS International, a digital customer experience (CX) innovator, 72% of respondents indicated they believe that brand interactions in the metaverse will one day replace brand interactions in the real-world or that brands will use a hybrid approach of both metaverse and in-person interactions. Continue reading Survey: Consumers Ready to Meet Brands in Metaverse
90% of companies lose potential customers during the digital onboarding process
A staggering nine-in-10 businesses experience some form of abandonment during the customer onboarding process with the banking sector experiencing the highest rate at almost 1-in-4 dropping out. Continue reading 90% of companies lose potential customers during the digital onboarding process
Poor call centre experiences could cost businesses up to 84% of returning customers
Infinity, the global call intelligence and speech analytics platform, announces the results of its ‘Moments That Matter’ survey, finding that 84% of customers would be less likely to return to a brand after a poor customer call experience. Continue reading Poor call centre experiences could cost businesses up to 84% of returning customers