Lucidworks, the provider of next-generation AI-powered search applications and pioneer of the Connected Experience Cloud, shared results from a survey of more than 800 contact centre employees in the U.S. and U.K. about their experience as consumers and their experience working in customer service. Continue reading Survey Reveals Contact Centre Employees’ Experience as Consumers and the Move to Upselling and Cross-Selling in the Contact Centre →

Thunderhead, the global leader in enterprise technology for real-time customer engagement and journey orchestration, and MyCustomer, the leading online resource for customer service, customer experience and marketing professionals, commissioned a study to explore the impact of the pandemic globally on customer behaviour and journeys, and how brands have used technology to overcome the challenges faced. Continue reading Thunderhead Research Investigates Post-Pandemic Rise of Journey Management as a Platform for Customer Engagement →

Nearly all consumers say they were dissatisfied with their experiences as customers in 2021, according to the 2022 Global Consumer Trends report from Qualtrics, the leader and creator of the Experience Management (XM) category. Continue reading Poor Customer Service Threatens $4.7 Trillion in Annual Revenue Globally as Companies Struggle to Retain Staff →

The overwhelming majority (94%) of contact centre agents say artificial intelligence will support them in their role, despite the perceived threat to jobs. Continue reading 94% of contact centre agents say AI will support them in their roles →

[24]7.ai, a recognized leader in Omnichannel conversational AI and contact centre services, announced new research examining the differences between businesses’ perceptions of customer experience they delivered and what customers experienced. Continue reading New Research Shows a Persistent Gap between Business Perceptions and Customer Experiences →

From Bernie’s mittens to a billion users on TikTok, social media had quite the year in 2021—and it’s about to get bigger and better in 2022. Stacked with emerging industry behaviours, breakthrough platforms, and new normals— Hootsuite’s sixth annual Social Trends Report reveals the five major forces set to shape social as we know it in 2022. Continue reading Hootsuite Reveals 2022’s Major Social Media Trends →