Emplifi, the leading unified customer experience platform, released “11 key things consumers expect from their brand experiences today,” a new report offering deep insights into customer expectations for B2C brand experiences. The report looks at everything from expected customer service response times and preferred communication channels to just how integral CX is to brand loyalty. Continue reading 86 Percent of Consumers Will Leave a Brand They Trusted After Only Two Poor Customer Experiences →

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 →