Frustrated consumers are demanding businesses invest in new, innovative ways to improve deteriorating customer experiences caused by slow, siloed, and outdated technology, according to research conducted by Pegasystems Inc., The Enterprise Transformation Company™, and YouGov. Continue reading Consumers demand enterprises modernize to improve ailing customer experience, says Pega research
Category Archives: Market Research
96% of businesses report AI has met or exceeded expectations, finds Medallia study
Medallia, the global leader in customer and employee experience has released its latest report, What CX Practitioners Really Think of AI, which has revealed that organisations are doubling down on artificial intelligence. Continue reading 96% of businesses report AI has met or exceeded expectations, finds Medallia study
NICE Survey Highlights Urgent Need for AI in Customer Service as Up to 35 Million Brits Remain Unknowingly Vulnerable
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
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