With the forced shift to remote work this year, video content went from a nice-to-have to a need-to-have tool for companies, a new research report shows. The number of respondents investing in asynchronous one-to-one video grew exponentially, from 7% in 2019 to 40% in 2020, representing a 471% increase year over year, according to The State of Video Report – 2020 Edition released today by Vidyard and Demand Metric, now in its seventh year. Continue reading Business Adoption of 1:1 Video Messaging Grows 471% as Remote Sales and Distributed Work Dominate 2020 →

Despite customer experience being the key battleground for brands, new research from experience analytics company Contentsquare shows only 15% of consumers are happy with their online shopping experiences. Continue reading State of Digital Happiness: Only 15% of Consumers Are Happy Shopping Online →

Seven out of 10 customers demonstrate deeper loyalty to financial services and insurance companies that heavily invest in customer experience (CX), according to a new research study by Talkdesk®, the cloud contact centre for innovative enterprises. Continue reading Talkdesk Research Reveals Two-Thirds of Financial Services and Insurance Customers Say One Bad Experience Dilutes Brand Loyalty →

While businesses are doubling down on digital transformation (DX), new research from Futurum Research found that organizational leaders are leaving many of their employees behind in the process. Continue reading New Survey Reveals Too Many Employees Feel Left Behind By Digital Transformation →

LivePerson announced the findings of its 2020 Consumer Preferences for Conversational Commerce report examining consumer attitudes and preferences around brand interactions, messaging, and conversational AI and commerce. Continue reading LivePerson’s 2020 Consumer Preferences for Conversational Commerce report reveals skyrocketing demand for messaging and conversational AI →

Research by Maintel, a specialist in customer service and communications technology, has revealed that the energy and utilities sector is falling short when it comes to delivering on customer service. Continue reading Brits dissatisfied with customer services, with energy and utilities sector coming bottom of the list →