Cisco announced the findings of its latest global research report, “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” highlighting the potential of agentic AI to revolutionize the way technology vendors deliver services and support to customers. Continue reading Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028
Category Archives: Market Research
Research shows that human experiences could unleash £100 more per customer service enquiry
New research from Ventrica has revealed the revenue benefits for brands that invest in providing emotive customer experiences (CX) that consumers want. Continue reading Research shows that human experiences could unleash £100 more per customer service enquiry
Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Centre report. The prevalence of AI use in the contact centre comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space. Continue reading Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations
Genesys Research Finds Consumers Believe AI Will Improve CX and Businesses Are Rising to the Opportunity
Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience,” revealing critical insights into consumer expectations and the evolving priorities of customer experience (CX) leaders worldwide. Continue reading Genesys Research Finds Consumers Believe AI Will Improve CX and Businesses Are Rising to the Opportunity
New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience
Five9, provider of the Intelligent CX Platform, released its 2025 Customer Experience Report offering insights into the evolving expectations of global consumers and the strategies businesses can use to thrive in the era of The New CX. Continue reading New Five9 Research Reveals Balancing AI with Human Connection is Key to Winning Customer Experience
Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029
By 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs, according to Gartner, Inc. Continue reading Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029