How many of us have told a waiter we were happy with an overcooked meal or said our broadband or banking services were fine just to get a company representative off the phone? Now a new survey has quantified what might be described as “traditional British reserve”, and in doing so, revealed a huge dilemma for British businesses. Continue reading Survey: White lies leave UK companies in the dark →

Odigo, a global leader in Contact Center as a Service (CCaaS) solutions, has announced findings from its annual AI for CX report. The research, conducted by Davies Hickman, surveys over 1000 business executives in Belgium and the Netherlands, France, Germany, Spain and the UK, and analyses how contact centres are leveraging AI to enhance their offerings and their attitudes to new technologies. Continue reading 9 in 10 European executives are now looking to AI to improve CX, new survey reveals →

Jacada, a leading provider of AI and RPA powered virtual assistants, recently released key insights on why contact centre employees are stressed and how their stress negatively affects the customer experience. Continue reading Social Media Study: Stress Hurts Call Center Employees and the Customer Experience →

Lengthy and inflexible contracts are preventing businesses from bouncing back from the pandemic, according to new research from Virgin Media O2 Business. Continue reading Inflexible business contracts a major roadblock to UK economic recovery and growth →

Lucidworks, provider of the Connected Experience Cloud, shared results from a survey of 800 respondents about shopper behaviour and preferences in the U.K. and U.S. The survey outlines how shoppers interact with chatbots, product and content recommendations, where they prefer to do research, and plans for future in-store shopping. Continue reading Survey Reveals Shoppers Struggle to Be Understood By Chatbots →

MoEngage, the insights-led customer engagement platform, revealed the results of a global survey focused on consumers’ expectations of how brands should use data to improve the customer experience. Continue reading MoEngage Research Reveals Global Consumers Want More Personalization from Brands →