UJET, a leading provider of AI-powered cloud contact centre solutions, released new research that shows mobile-friendly customer experiences (CX) (46%) now rank higher than AI-driven support (36%), empathetic human agent interactions (32%), and even shorter wait times (20%) in shaping consumer buying behaviour. Continue reading 67% of Retailers Haven’t Digitized Customer Service for Mobile Phone Era, UJET Report Finds
Category Archives: Market Research
AI anxiety risks customer experience talent drain, report warns
The integration of AI into customer experience operations is causing anxiety among employees and pushing them to leave their roles, according to new research from ArvatoConnect. Continue reading AI anxiety risks customer experience talent drain, report warns
Gartner Predicts 50% of Organizations Will Abandon Plans to Reduce Customer Service Workforce Due to AI
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
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