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 →

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 →

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 →

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 →

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 →

Webhelp, a leading global customer experience and business solutions provider, has today released new research regarding consumer preferences towards video chat . The research conducted during the pandemic found that, whilst COVID-19 has resulted in an uptick in the use of video calls across both personal and professional lives, consumer preferences for the use of video calling in a customer service setting have dramatically increased at 70%. Continue reading Video Chat for Customer Service sees 70% growth in Europe →