As Customer Service Week begins, new research from gig customer experience (GigCX) platform Limitless has revealed that consumers are more loyal and more likely to buy from brands that feature customer-led customer service. Continue reading New research reveals nearly two thirds of consumers more likely to buy from brands with real user customer service reps →

Hinduja Global Solutions (HGS), a global leader in business process management (BPM) and digital user experience solutions, shares its expertise as a contributor and exclusive sponsor of the Execs In The Know CX Leaders Trends and Insights: Consumer Edition 2021 report. Continue reading Customer Experience More Important Than Ever as New Report Finds Nearly Half of Consumers Say It Shapes Their Brand Opinion →

Calabrio, the customer experience intelligence company, unveiled its latest report, detailing first-hand agent sentiment on the current state of the contact centre, the impact that “The Great Resignation” has had on contact centres, and the importance of employee-centric practices. The findings were announced on the first day of the annual Calabrio Customer Connect (C3) conference. Continue reading New Calabrio Report, Launched at Customer Event, Diagnoses Why Contact Centres Struggle with High Agent Turnover in 2021 →

A new study from Genesys, a global cloud leader in customer experience orchestration, reveals British workplaces have become intrinsically more empathetic during the pandemic, but brands are lagging behind in how they engage with the public. Continue reading Vast empathy rises at work signal problems for brands struggling to emulate connections with customers →

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, announced new research revealing that 44 percent of public sector service users have missed an appointment due to communication issues with the organisation. This soars to a staggering 70 percent of 18-24 year-olds. Continue reading Almost half of UK consumers have missed public sector appointments due to pandemic communications →

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, released the results of its commissioned study conducted by Forrester Consulting to explore how decision makers are using data insights to deliver better customer experiences. Continue reading Global Study Reveals Over 90% of Organizations are Missing Key CXM Capabilities to Drive Business Results →