Just under half (47%) of visitors to financial services websites leave after seeing only one page of content. This figure is even higher for those visiting websites from a mobile device (51%). That’s according to the latest report from digital experience analytics company, Contentsquare. Continue reading Nearly a Half of Customers Are Abandoning Financial Services Websites →

Despite the growing prevalence of chatbots in the customer service realm, consumers aren’t sold on their efficacy, and many find chatbot experiences flat-out frustrating. Continue reading The Age of the Robotic Chatbot is Over: Survey Shows Consumers Demand More from Digital-First Experiences →

There is a significant disconnect between the customer experience (CX) brands believe they are delivering and how their customers actually view that experience, according to an IDC White Paper, commissioned by Emplifi, a leading unified CX platform provider. Continue reading 87 percent of companies state they provide excellent CX, only 11 percent of customers agree →

Zendesk’s landmark annual research has highlighted the potential for businesses to drive business success with a focus on customer experiences as more than two thirds of consumers (70%) report making purchase decisions based on the quality of customer service they receive. Continue reading More Than Half Of Consumers Feel Service Is An Afterthought →

Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal® (LON: PCIP), the global cloud provider of secure payment solutions for business communications, has found that 61% of consumers overall (81% in the UK and 40% in the US) feel that an increased use of technology to handle customer service enquiries, such as chatbots or self-service websites, increases an organisation’s security risk. Continue reading International survey probes the future of customer service and considers consumer preferences versus contact centre strategies →

Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career progression. Continue reading Three-quarters of customer-facing workers facing imminent burnout →