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
Category Archives: Market Research
Twilio’s Annual State of Customer Engagement Report Finds Digital Engagement Is Key to Business Survival in a Post-Pandemic World
Twilio, the leading cloud communications platform, released its second annual State of Customer Engagement Report. Continue reading Twilio’s Annual State of Customer Engagement Report Finds Digital Engagement Is Key to Business Survival in a Post-Pandemic World
New Research from SugarCRM Reveals a Customer Relationship Crisis
Fuelled by lack of visibility into customer data, many companies are facing a customer relationship crisis. Forty-eight percent of sales professionals believe that their CRM systems are unfit for purpose, while customer churn is costing mid-market companies an average of $5.5M per year each, according to a new CRM and Sales Impact Report from SugarCRM. Continue reading New Research from SugarCRM Reveals a Customer Relationship Crisis
Seven out of 10 patient experience professionals identify contact centre as a high priority and strategic asset
According to a new report by Talkdesk® Research, The Patient Experience Revolution in Health Care, seven out of 10 patient experience (PX) professionals recognize the contact centre as a high priority and strategic asset. Continue reading Seven out of 10 patient experience professionals identify contact centre as a high priority and strategic asset
Changing Customer Behaviour Impacts Contact Centres and Creates New Demands for the Customer Experience
Noble Systems, a global leader in omnichannel contact centre technology solutions, recently conducted a contact centre market survey to explore changes in customer behaviours in the past year and to examine the impact of these changes on the industry. Continue reading Changing Customer Behaviour Impacts Contact Centres and Creates New Demands for the Customer Experience
3 out of 4 Telcos Still Rely on Stores and Call Centres for Revenues, Upstream Report Says
For over 70% of telecom operators, stores and call-centres are still the dominant distribution channels despite the unprecedented connectivity and e-transaction demand across the globe brought in by the Covid-19 pandemic. Continue reading 3 out of 4 Telcos Still Rely on Stores and Call Centres for Revenues, Upstream Report Says