Airline flight volumes are down, but airline customer communication is at an all-time high due to issues of flight cancellations, refunds, and credit and voucher requests. Airlines saw an increase of 300 percent in monthly conversations around flight bookings, at a time when global passenger numbers have been trending around one-fifth of 2019 levels, according to research conducted by Verint®. Continue reading New Research Underscores Need for Digital-First Engagement as Airline Passengers Navigate More Complex Customer Journeys →

Sales leaders looking to cultivate an adaptable sales organization should rethink their current sales efforts across three dimensions, according to Gartner, Inc. Those dimensions include: customer understanding, customer engagement and operating models. Continue reading Gartner Says Adaptable Sales Organizations Must Rethink Their Customer Understanding, Engagement and Operating Models →

Gig customer service (GigCX) platform Limitless released its third-annual GigCX report The Inevitable, Explosive Growth of GigCX with headline data revealing that nearly 80% of CX leaders surveyed feel that the GigCX model is ‘inevitable,’ and that it is here to stay. Continue reading Global CX Leaders Predict the Explosive Rise of GigCX in Third Annual Limitless Report →

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, released the results of a commissioned study conducted by Forrester Consulting to identify the key use cases and challenges when deploying AI technology in the contact centre. Continue reading LiveVox Study Reveals Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI →

Twilio, the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, published new research that explores how digital engagement is reshaping the way nonprofit organizations deliver services. Continue reading New Twilio Research Finds Nonprofits Outpace Private Sector in Digital Engagement Adoption →

Half of consumers (50%) say they wouldn’t be willing to pay more to receive good customer service and just a fifth (21%) say they would be willing to pay over 10% more. That’s according to a new consumer survey conducted by Enghouse Interactive. Continue reading The “Great Expectations” gap – Customers crave great customer service but don’t want to pay a premium →