Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. That’s according to new research from gig customer service (GigCX) platform Limitless, which surveyed 250 customer service leaders in the UK and US to determine whether the industry has reached a ‘tipping point’ amidst recession fears. Continue reading 60% of customer service managers say this will be the “toughest winter yet” as fears of losing customers grow
Category Archives: Market Research
Customer Experience Leaders Lag Significantly in Deploying Conversational AI in the Contact Centre, Forfeiting Critical Business Benefits
Waterfield Tech, a leading global customer engagement solutions provider, announced research findings detailing a significant lag in the adoption of conversational AI in the contact centre. Continue reading Customer Experience Leaders Lag Significantly in Deploying Conversational AI in the Contact Centre, Forfeiting Critical Business Benefits
New Study Reveals That Consumers Want Digital Interactions With Brands to Feel More Like Personal Conversations
Vonage has unveiled new research that shows businesses have technology gaps that prevent them from making meaningful connections with customers. After two years of nonstop digital transformation among businesses, only 45% of consumers are “very satisfied” with the way they connect with companies, revealing opportunities to enhance digital transformation efforts with omnichannel communications channels, artificial intelligence (AI)-driven capabilities, and more. Continue reading New Study Reveals That Consumers Want Digital Interactions With Brands to Feel More Like Personal Conversations
42% of consumers have had it with hanging on hold
Having to wait on hold for a long time is the biggest frustration when calling customer service for more than two in five (42%). This emphasises that customers of today expect timely, consistent treatment and service – even during the busiest time of the year, according to a recent social poll carried out by customer communications & call centre specialist, Enghouse Interactive. Continue reading 42% of consumers have had it with hanging on hold
Desktop Beats Mobile in Financial Services Industry; Contentsquare Benchmark Report Indicates Opportunity to Enhance Digital Experience
Despite mobile driving the majority of digital traffic across industries, more than half of visits to financial services sites (59.97%) still happen on desktop, according to Contentsquare’s 2022 Financial Services Digital Experience Benchmark Report. Continue reading Desktop Beats Mobile in Financial Services Industry; Contentsquare Benchmark Report Indicates Opportunity to Enhance Digital Experience
New Enterprise Communications Report Finds 90% of Business Leaders Prefer Phone Over Other Communication Tools
RingCentral has released results of a new enterprise communications report that surveyed business leaders and technology decision makers on their current and anticipated phone and technology use. Continue reading New Enterprise Communications Report Finds 90% of Business Leaders Prefer Phone Over Other Communication Tools