UserTesting, a leading provider of on-demand human insights, today released new data identifying how the pandemic has put customer experience (CX) and empathy centre stage. Findings show that businesses are in one of two categories, those doubling down on CX and those scaling back on it, and that customer feedback collection is on the rise, with 72 percent of organizations stating that they plan to increase their investments in 2021. Continue reading UserTesting’s Eighth Annual CX Survey Reveals That Customer Empathy Is No Longer Optional →

New research released from Qualtrics reveals how IT executives and senior technology leaders in Europe are playing a critical role in helping their workforce navigate the global pandemic and driving employee engagement, enablement, and productivity. Continue reading New Study from Qualtrics Reveals How CIOs are Future-Proofing the Workforce Technology Experience →

According to Cisco’s new Accelerating Digital Agility Research, CIOs and IT decision makers (ITDMs) are looking to maximize investments and drive innovation after a difficult year which raised the profile of IT leaders in driving critical workplace innovation. Continue reading New Cisco Research Reveals Collaboration, Cloud, and Security are IT’s Top Challenges →

eGain, the leading cloud platform for customer engagement automation, announced the results of their survey on customer experiences with IVR systems. The central finding was that legacy IVRs frustrate customers due to long hold times and their inability to resolve queries. Continue reading Legacy IVRs Fail to Deliver Good Experiences, Underscoring Need for Digitalization →

Gladly, the customer service platform that helps brands deliver a more personalized customer experience, released its fifth annual Customer Expectations Report, revealing what today’s consumer wants from brands, especially when shopping online. Continue reading New Data from Gladly Highlights Changing Customer Service Expectations Amid eCommerce Explosion →

Unbabel, an AI-powered language operations platform that helps businesses deliver multilingual support at scale, has announced the release of a Customer Service (CS) Market Buyer Insights Report, a survey of decision-makers in the U.S., UK and Germany. Continue reading Unbabel Customer Service Survey Highlights Shift to AI-Powered Translation Across Global Organizations →