While awareness of vulnerability grows, a hidden crisis persists in the UK, with most consumers still unaware of their vulnerable status. The second annual survey on customer vulnerability from NICE, the leading global AI-powered customer service automation platform, reveals a rise in Brits self-identifying as vulnerable, reaching 19% – an increase of over one million people since 2024. Yet, a significant awareness gap remains. Continue reading NICE Survey Highlights Urgent Need for AI in Customer Service as Up to 35 Million Brits Remain Unknowingly Vulnerable
Category Archives: Market Research
Customer Experience Transforms into a Revenue Powerhouse, Nextiva Survey Reveals
Nextiva, the leading unified customer experience management (UCXM) platform, announced the results of its recent survey of customer experience (CX) decision-makers, providing insight into the success and challenges businesses are facing and revealing CX trends for the year ahead. Continue reading Customer Experience Transforms into a Revenue Powerhouse, Nextiva Survey Reveals
Gartner Survey Reveals 85% of Customer Service Leaders Will Explore or Pilot Customer-Facing Conversational GenAI in 2025
Eighty-five percent of customer service leaders will explore or pilot a customer-facing conversational generative AI (GenAI) solution in 2025, according to a survey by Gartner, Inc. Continue reading Gartner Survey Reveals 85% of Customer Service Leaders Will Explore or Pilot Customer-Facing Conversational GenAI in 2025
New Research from Calabrio Highlights An Enhanced Reputation of the Contact Centre Industry
Calabrio, the workforce performance company, released the findings of a major contact centre industry study with Get out of Wrap, the UK’s first contact centre podcast. The new research revealed high levels of agent satisfaction and work-life balance alongside clear opportunities in areas such as career progression. Continue reading New Research from Calabrio Highlights An Enhanced Reputation of the Contact Centre Industry
60% of Contact Center AI Deployments Are Low Maturity, According to New UJET Research
Sixty percent of AI deployments in the contact centre are low maturity, according to a new AI Maturity Benchmark Report by UJET, a leading provider of AI-powered cloud contact centre solutions. Continue reading 60% of Contact Center AI Deployments Are Low Maturity, According to New UJET Research
Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service
Only 14% of customer service and support issues are fully resolved in self-service, according to a survey by Gartner, Inc. Even for issues that customers describe as “very simple”, only 36% resolve fully in self-service. Continue reading Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service