Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal®, 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 Survey probes the future of customer service and considers consumer preferences versus contact centre strategies →

Dynamic Yield, the Experience Optimization platform, announced the results of its fourth annual report on the State of Personalization Maturity, exposing greater levels of adoption than in recent years, synchronous with the pandemic’s acceleration of digital. Continue reading Dynamic Yield Research Finds Pandemic has Propelled Significant Advancements in Personalization →

Businesses increasingly see customer engagement as a competitive differentiator, especially in the post-pandemic era. Yet, the large majority of executives worldwide (82%) believe the challenges to managing engagement with customers will only grow, according to a Verint-sponsored report by Harvard Business Review Analytic Services. Continue reading New Harvard Business Review Analytic Services Report Outlines Key Challenges in Customer Engagement and Experience Management →

Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, published the latest Talkdesk Research™ report, “The future of customer loyalty.” The report finds that loyalty is being disrupted as consumers rethink their relationships with companies. Continue reading Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support →

A new research study by RingCentral found that while the majority of American workers (80%) have the freedom to work from anywhere as 2021 draws to a close, a very small percentage (12%) believe that this same freedom will carry forward into the new year. The survey also revealed that if forced back into the office, 1 out of 3 Americans will leave their job. Continue reading Workers Concerned That Workplace Freedom Will Disappear in 2022 According to New RingCentral Survey →

The vast majority of retail customers (87.9%) felt the shopping experience improved during the pandemic. This coincided with a move to online services and apps, with many saying they will continue to shop in this way even after the pandemic subsides. There is also greater willingness to share personal data, according to new research from analytics leader SAS. Continue reading Nearly nine in ten retail customers feel shopping experience improved during pandemic →