New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has revealed that over 60% of business leaders are re-evaluating how much they will be investing in change and transformation since COVID-19, yet only a third of survey respondents are committing to a higher spend in this area. Continue reading Over 60% of business leaders are re-evaluating how much they will be investing in change & transformation since COVID-19 →

In today’s uncertain and volatile environment, customer service must play a larger role in driving both customer retention and also growing customer loyalty, according to Gartner, Inc. However, most customer service organizations attempt to do so by leaning heavily on initiatives to improve service experience quality. Continue reading Gartner Reveals Two Actions Customer Service Leaders Must Prioritize to Increase Customer Loyalty and Mitigate Disloyalty →

While many employees may not have a definitive timeline to return to work, nearly 71% of employed Americans working from home due to COVID-19 say they are able to collaborate just as well using video conferencing while working from home as they would in an in-person meeting, according to a new online survey commissioned by PGi and conducted by The Harris Poll. Continue reading PGi Survey Confirms Work from Home Could Be the Next Normal →

LogMeIn announced the results of a new commissioned study conducted by Forrester Consulting designed to help customer experience (CX) decision makers evaluate their current state, identify gaps and define a strategy for optimisation. Continue reading Global Study Finds organisational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates →

Electric utility consumers who report having a great experience have a 133 percent higher retention rate and are 142 percent more likely to recommend their provider compared to those with a poor experience. These are just a few of the key findings of new research based on a survey of more than 6,200 electrical utility consumers conducted by Verint®. Continue reading New Verint Research Pinpoints Top Priorities Among Electric Utility Consumers That Improve CX, and Reveals How Providers are Responding to COVID-19 →

New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has today revealed that responsibility, transparency and trust are now perceived to be more important than they were prior to the pandemic. Continue reading 78% of directors believe customers are paying more attention to responsible business practices since pandemic →