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
Category Archives: Market Research
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
Optimizely Survey Finds Seamless Marketer Experiences Are Critical to Driving Creativity in New Era of Remote & Hybrid Work
Optimizely, the leading digital experience platform (DXP) provider, announced the results of a new global survey revealing how dispersed and remote work have impacted marketers’ abilities to drive creativity and deliver strong customer experiences (CX). Continue reading Optimizely Survey Finds Seamless Marketer Experiences Are Critical to Driving Creativity in New Era of Remote & Hybrid Work
Sabio Group publishes research that demonstrates the evolution of digital innovation in the contact centre
Sabio Group, the digital customer experience transformation specialist, has published new research that shines a light on the evolution of digital innovation in the contact centre. Continue reading Sabio Group publishes research that demonstrates the evolution of digital innovation in the contact centre
Survey of Digital Customer Experience Buyers Reveals Opportunities
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
New Freshworks Report Finds 89% of IT Professionals Waste Time Weekly Due to Bloated Applications
Freshworks, a software company empowering the people who power business, released the findings of a global report, which found global IT professionals spend nearly a full work day each week (an average of 7 hours and 19 minutes) dealing with bloatware – unwanted, overly complicated SaaS add-ons and features that hinders productivity and causes frustration at work. Continue reading New Freshworks Report Finds 89% of IT Professionals Waste Time Weekly Due to Bloated Applications