Hinduja Global Solutions (HGS), a digital-led CX transformation leader for the world’s most admired brands, recently commissioned a customer experience (CX) survey highlighting opportunities in the space. Continue reading Survey of Digital Customer Experience Buyers Reveals Opportunities
Category Archives: Market Research
CX Innovation Stalls as Contact Centres Fail at the Fundamentals
UJET, Inc., the world’s most advanced cloud contact centre provider, shares new research conducted by Contact Centre Management Association (CCMA), that details proven ways Contact Center Leaders can accelerate innovation and operational effectiveness in their organizations. Continue reading CX Innovation Stalls as Contact Centres Fail at the Fundamentals
Customer service has power to make or break corporate reputation, research finds
Good customer service is the most powerful tool a business has when it comes to improving and maintaining its reputation, new research has found. Continue reading Customer service has power to make or break corporate reputation, research finds
B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds
As growth slows for the second quarter in a row, Conversica, the leading provider of Conversation Automation solutions for enterprise revenue teams, and 451 Research, part of S&P Global, release new data showing those without conversational AI are now far behind in the race to meet rising customer expectations. Continue reading B2B Companies Must Adopt AI-Powered Conversation Automation to Meet Customer Expectations, 451 Research Finds
Think outside the chatbot box: 88% of over 65s feel ‘shut out’ by online brands
Twilio, the leading customer engagement platform, released new research that uncovers how older consumers are being left behind when businesses digitise their customer facing operations. This new data demonstrates a need for organisations to take a more thoughtful approach to their digital engagement to ensure inclusivity, personalising the options available depending on the needs of individual consumers. Continue reading Think outside the chatbot box: 88% of over 65s feel ‘shut out’ by online brands
Gartner Predicts Chatbots Will Become a Primary Customer Service Channel Within Five Years
By 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations, according to Gartner, Inc. Continue reading Gartner Predicts Chatbots Will Become a Primary Customer Service Channel Within Five Years