Kustomer, a top-rated CRM for modern customer experiences, released a new report on the shifting expectations of retail customer service, underscoring the need for continued investment in customer service and the importance of delivering consistent, omnichannel service throughout the customer journey. Continue reading Kustomer Releases New Report that Delves into Changing Consumer Expectations for Retail Customer Service
Category Archives: Market Research
Customer experience suffers at large organisations as staff struggle under increased workload
Economic performance at enterprises across Europe could slump as workers struggle to find time to focus on customer experience and other key tasks. Continue reading Customer experience suffers at large organisations as staff struggle under increased workload
IT Leaders See Opportunity from AI but Lack Technology, Skillsets and Governance to Realize the Promise
Juniper Networks, a leader in secure, AI-driven networks, announced the findings of a global research report showing that while both consumers and enterprises want to use artificial intelligence (AI) to a greater extent – and many executives have put it as a top strategic priority for 2021 – challenges still remain that have hindered actual adoption. Continue reading IT Leaders See Opportunity from AI but Lack Technology, Skillsets and Governance to Realize the Promise
Nearly two thirds of UK enterprises have invested in improving digital customer communications during the pandemic
With most people locked down and relying on digital communications during the pandemic, around two thirds (64 per cent) of UK IT leaders questioned in a new survey reveal that their organization has made technology changes to improve digital interaction with customers. Continue reading Nearly two thirds of UK enterprises have invested in improving digital customer communications during the pandemic
Majority of UK businesses now using an office collaboration tool
Nearly all (98%) of UK businesses today are using at least one team collaboration tool. Of tools in use, Microsoft Teams is by far the most popular, with over 90% of UK businesses currently using it. Continue reading Majority of UK businesses now using an office collaboration tool
New Study Finds Majority of Organizations will Maintain Remote or Hybrid Contact Centres
A new Forrester Consulting study, commissioned by CallMiner, the leading provider of speech and customer interaction analytics, explores how contact centre leaders are increasingly prioritizing the experiences of customer service representatives (CSR) to improve customer experience (CX). Continue reading New Study Finds Majority of Organizations will Maintain Remote or Hybrid Contact Centres