Human Agents Reemerge as Essential Components in Customer Service Strategies Amid AI Integration Challenges. By 2027, 50% of organizations that expected to significantly reduce their customer service workforce will abandon these plans, according to Gartner, Inc. Continue reading Gartner Predicts 50% of Organizations Will Abandon Plans to Reduce Customer Service Workforce Due to AI
Category Archives: Market Research
Research from Amdocs Finds 80% of Business Leaders Believe They’re Meeting Customer Expectations—Only 24% of Consumers Agree
Amdocs, a leading provider of software and services to communications and media companies, announced new research from Amdocs Studios, an Amdocs digital services offering, on customer experience (CX), which found that while 92% of business leaders cite CX as a top strategic focus and 88% link it directly to revenue growth, their actions tell a different story; only 28% believe CX is “extremely important” to invest in. Continue reading Research from Amdocs Finds 80% of Business Leaders Believe They’re Meeting Customer Expectations—Only 24% of Consumers Agree
Gartner Survey Finds 60% of Customer Service Agents Fail to Promote Self-Service
Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. Continue reading Gartner Survey Finds 60% of Customer Service Agents Fail to Promote Self-Service
Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028
Cisco announced the findings of its latest global research report, “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” highlighting the potential of agentic AI to revolutionize the way technology vendors deliver services and support to customers. Continue reading Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028
Research shows that human experiences could unleash £100 more per customer service enquiry
New research from Ventrica has revealed the revenue benefits for brands that invest in providing emotive customer experiences (CX) that consumers want. Continue reading Research shows that human experiences could unleash £100 more per customer service enquiry
Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Centre report. The prevalence of AI use in the contact centre comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space. Continue reading Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations