AskNicely, a leader in customer experience software for service businesses, announced the results of its 2022 State of Frontline Survey. Conducted by Metrigy, and inclusive of 215 service businesses in the US, UK, Canada and Australia, the first-of-its-kind report identifies four key areas where companies can invest in empowering their frontline teams to significantly increase ROI from their customer experience (CX) investments. Continue reading AskNicely Releases 2022 State of Frontline Survey Identifying Top Service Business Investments for Customer Satisfaction, Employee Efficiency, and Revenue Growth →

More than a third of traditional bank customers and 30% of fintech customers rate their most recent experience as ‘poor’ or ‘very poor’, according to new research from UserTesting, a leader in video-based human insight. Continue reading UserTesting Report Reveals More Than One-third of UK Customers Suffer ‘Poor’ Banking Experiences →

DATAMARK, Inc., a global Contact Center and Business Process Outsourcing provider, recently conducted a survey in collaboration with the Sourcing Industry Group (SIG) regarding the evolving landscape of outsourcing and shared services. Continue reading DATAMARK Announces Its Recent Survey Results With the Sourcing Industry Group (SIG) →

More than half of customer service agents say they botch how they record customer requests during service calls — with nearly 40% admitting they regularly fail to understand their customers’ needs because they get distracted — according to new research by Pegasystems. Continue reading Half of Service Agents Admit to Botching Customer Service Calls, Research Finds →

Nearly 80% of companies have or will implement conversational customer engagement — the practice of communicating interactively with customers from one digital channel to another while retaining context — to improve customer experience, according to new research from IDC commissioned by Sinch. Continue reading New Study Shows Nearly 80 Percent of Companies Will Implement Conversational Customer Engagement to Improve Customer Experience →

A survey conducted by TELUS International, a digital customer experience (CX) innovator that designs, builds, and delivers next-generation solutions, including AI and content moderation, for global and disruptive brands, indicated that the top reason Americans of all ages would speak poorly about a brand was a negative customer experience, not a poor experience with a product. Continue reading From Boomers to Gen Z, All Generations Agree a Negative Customer Experience is Worse Than A Bad Product →