Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they needed additional information or confirmation, according to Gartner, Inc. This flawed approach to proactive customer service can create customer confusion and unanswered questions that erode the benefits of a proactive strategy. Continue reading Gartner Survey Finds Two-Thirds of Customers Contact Customer Service After Receiving Proactive Outreach From a Brand →

Talkdesk, a global cloud contact centre leader for customer-obsessed companies, released its newest research report, Winning Gen Z Through Exceptional Customer Service. The report discovered that while 88% of Gen Z consumers are loyal to five or fewer companies in total, nearly a third (31%) have become loyal to a new company in the past year. Continue reading Talkdesk Research Finds Growing Opportunity for Brands to Build Lasting Relationships with Gen Z →

Seventy-two per cent of customer service managers have added or plan to add gig talent to customer service or sales operations within the next two years – that’s according to the new research study by gig customer experience (GigCX) platform Limitless. Continue reading Limitless Finds 72% of Customer Service Managers Have Added or Plan to Add Gig Talent in the Next 2 Years →

Clickatell, CPaaS innovator and Chat Commerce leader, launches its latest Chat Commerce Trends Report, revealing 99% of customer service executives recognize benefits to using chat with customers to bolster customer experience and drive revenue and growth for their businesses. Continue reading 99% of Customer Service Executives Recognize Using Chat with Customers Strengthens Customer Experience →

Uberall, a global provider of hybrid CX solutions, released a new commissioned study from Forrester Consulting, called “Reignite Growth with Hybrid Customer Experiences.” The study sheds light on how critically important it is for businesses to adapt to the demands and expectations of customers who expect a well integrated mix of digital and in-person touchpoints. Continue reading 70% of Businesses Believe They’re Delivering Suboptimal Hybrid Customer Journeys →

A new study released from Harvard Business Review Analytic Services, in association with Genesys®, a global cloud leader in customer experience orchestration, reveals the strategies of organizations setting the standard for customer experience (CX) measurement and understanding where loyalty is lost and won along the customer journey. Continue reading New Study Reveals Leading CX Measurement Strategies Are Moving Beyond NPS →