More than half (51%) of all customer service journeys now begin on third-party platforms such as Google, YouTube, and ChatGPT, with search engines being the most popular starting point, according to a survey by Gartner, Inc. Continue reading Gartner Survey Finds More Than Half of Customer Service Journeys Now Start on Third-Party Platforms
Category Archives: Market Research
Global survey reveals growing consumer trust in personal AI assistants
A new global survey conducted by YouGov and commissioned by Zendesk reveals that consumer trust in personal AI assistants* is gaining significant momentum, with more than half (52%) of respondents feeling comfortable** relying on them for everyday tasks. Continue reading Global survey reveals growing consumer trust in personal AI assistants
Forrester’s 2026 Budget Planning Guides: Leaders Grow More Cautious As Economic Uncertainty Persists
According to Forrester’s 2026 Budget Planning Guides, volatility is tempering 2026 budget optimism. Tariffs, trade wars, cyber threats, and economic uncertainty are resetting budget expectations, signalling a shift toward more cautious growth planning. Continue reading Forrester’s 2026 Budget Planning Guides: Leaders Grow More Cautious As Economic Uncertainty Persists
67% of Retailers Haven’t Digitized Customer Service for Mobile Phone Era, UJET Report Finds
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
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