Most consumers are ready to swap customer service calls for digital self-service in the wake of their experience during the pandemic, according to new survey findings released by Macro 4. Continue reading New research: Digital Self-service Now More Popular than Calling Customer Service →

A new report from Attentive finds that conversational commerce is the bridge that connects the top three shopping experiences which matter most to consumers: convenience, hybrid shopping, and loyalty perks. With more than 5,000 survey responses, the report revealed consumers are increasingly opting in to receive text messages from brands as 81% subscribe to at least one brand via SMS. Continue reading 81% of Consumers Subscribe to Text Messages from at Least One Brand for Personalized and Frictionless Experiences →

Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced results of an online market research survey conducted by IDG Communications indicating the most successful businesses recognize customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. Continue reading Avaya Study Finds the Most Successful Businesses Focus on Total Experience →

One third of UK & Ireland customers say they would switch to another provider if they don’t get a satisfactory response in five minutes or less, according to new research from analytics leader SAS. The research also highlights that 75% of customers would change provider if a competitor offered a faster service. Continue reading The new 5-minute rule: Get customer service right in five minutes or I’ll switch, warn a third of customers →

Customer contact centre operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from Frost & Sullivan. Commissioned by Webhelp, the study of over 1,000 senior customer experience management professionals finds organizations are embracing technology and new ways of working to deliver improved customer service, with 98% planning to transform operations within 24 months. Continue reading Customer experience innovation set to undergo exponential growth in the next decade, research finds →

Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced results of an online market research survey conducted by IDG Communications indicating the most successful businesses recognize customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. Continue reading Avaya Study Finds the Most Successful Businesses Focus on Total Experience →