Yext, the AI Search company, has announced the results of research that reveals that UK businesses could be putting their post-pandemic recovery at risk by failing to effectively communicate with customers. Continue reading Businesses fail to prioritise Customer Engagement in post-pandemic recovery →

Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels, according to new research by Pegasystems, the software company that crushes business complexity. Continue reading New Research Uncovers Customer Service Inflection Point Sparked by Pandemic Challenges →

The overwhelming majority (91%) of contact centre professionals, polled in a new survey commissioned by Enghouse Interactive, say they are likely to leave their role in 2021, with nearly half (48%) of these staff revealing stress or emotional burnout is likely to play a role in their decision. Continue reading Research: 91% of contact centre staff set to leave jobs this year →

Talkdesk®, the global customer experience leader for customer-obsessed companies, released its new research report, “The Future of AI in the Contact Center,” revealing 80% of CX professionals believe AI will provide a better contact centre experience. The report explores the key drivers, challenges and expectations of AI growth and adoption in the coming years. Continue reading 80% of CX Professionals Believe AI Will Provide a Better Contact Centre Experience →

Deloitte Digital and Snap Inc. have conducted one of the largest and most comprehensive global “Consumer Augmented Reality” reports to further understand the potential of this technology, the findings of which affirm AR’s role as the next frontier of mobile and digital engagement and identify how AR can help brands elevate their customer experience. Continue reading Deloitte Digital and Snap Inc. Report Reveals the Rich, Untapped Future of Augmented Reality for Customer Experience →

New market research commissioned by IBM found that almost one-third of IT professionals surveyed globally say their business is now using artificial intelligence (AI), with 43 percent reporting that their company has accelerated their rollout of AI as a result of the COVID-19 pandemic. Continue reading Global Data from IBM Points to AI Growth as Businesses Strive for Resilience →