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 →

Cyara, provider of the award-winning Automated Customer Experience (CX) Assurance Platform, released a new industry report showing international consensus among 1,000 business and IT decision makers that digital transformation efforts are critical initiatives yet IT teams are not given the resources and budgets and as a result are running as much as two quarters behind schedule. Continue reading New Survey Finds 94% of Respondents Believe Digital Transformation Initiatives Will Have a Positive Impact on Customer Experience, Yet Run Average of 5 Months Behind →

A poll conducted by online contact centre and customer service magazine Call Centre Helper and home and hybrid working specialist Sensée, reveals that UK businesses have been slow to move back to the office post lockdown. Continue reading UK businesses have been slow to move back to the office says new poll →

Bitdefender, a global cybersecurity leader, released the 2021 Bitdefender Global Report: Cybersecurity and Online Behaviors, which reveals how consumers across various age groups and socio-demographic backgrounds behave on popular platforms, applications and devices, affecting cybersecurity risk. Continue reading New Bitdefender Report Reveals Majority of Online Consumers Practice Risky Behavior for Data Protection, Digital Identity and Device Management →

A commissioned global study conducted by Forrester Consulting on behalf of Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, found that, to provide enhanced customer engagement, companies are relying on Communications Platform as a Service, or CPaaS, a complete cloud-based application platform that includes development tools, runtime, administration, and management tools. Continue reading Not All Communications APIs are Created Equal: Only 17% of Global CPaaS Users are Working with an Advanced CPaaS Vendor Despite Overwhelming Advantages →

Five9, a leading provider of the intelligent cloud contact centre, announced new milestones around the use and adoption of its Intelligent Virtual Agents (IVAs) in the contact centre. Continue reading The Rise of the Intelligent Virtual Agent: Usage Grows 180% in 2021 →