The retail store is losing its luster for Generation Z (Gen Z) consumers. Fewer than 36 percent of consumers under 40 prefer to visit stores when interacting with retailers, compared to more than two-thirds of shoppers 57 and older, according to new research issued today by Verint®. Continue reading Verint Survey Shows Gen Z’s Growing Preference for Digital-First Shopping and the Vital Importance of Digital Experience
Category Archives: Market Research
UK organisations ramp up customer experience, with 59% making investments in customer service operations over past two years
Nearly six out of ten (59%) of IT professionals across the UK said their organisation increased its investment into customer service operations over the past two years. That’s according to a new study commissioned by Enghouse Interactive. Continue reading UK organisations ramp up customer experience, with 59% making investments in customer service operations over past two years
Observe.AI Research Reveals Contact Centres Are 10X More Prepared with Conversation Intelligence
Observe.AI, an Intelligent Workforce Platform that transforms contact centres through AI, unveiled its latest research, State of Contact Center Conversation Intelligence 2022. Continue reading Observe.AI Research Reveals Contact Centres Are 10X More Prepared with Conversation Intelligence
Twilio Report Shows Consumers Want Personalisation, But Don’t Trust Brands With Their Data
Customers expect personalisation during every brand interaction — but they don’t trust brands to keep their personal data secure and to use it responsibly. That’s the dilemma companies everywhere are currently facing, according to new data from Twilio, the leading customer engagement platform. Continue reading Twilio Report Shows Consumers Want Personalisation, But Don’t Trust Brands With Their Data
Half of Today’s Enterprises Have Reduced Their CX Footprint in the Past Year
Research commissioned by TELUS International, a digital CX innovator that designs, builds and delivers next-generation solutions for global and disruptive brands, found that half of enterprises have reduced their CX provider footprint over the last 12 months, with 51% using a single provider and 44% engaged with only two to three providers. Continue reading Half of Today’s Enterprises Have Reduced Their CX Footprint in the Past Year
51% of CX Buyers Will Consider GigCX Workers in 2022, Survey Finds
On-demand workforce technology company LiveXchange Technologies, Inc., announced the results of the 2022 Front Office CX Omnibus Survey, which revealed that 51% of customer experience (CX) buyers would consider using gig-based customer service workers — referred to as GigCX — in 2022. Continue reading 51% of CX Buyers Will Consider GigCX Workers in 2022, Survey Finds