[24]7.ai, Inc., a global leader in conversational AI solutions, announced new research that shows a wide gap between the customer experience that businesses think they provide and what consumers actually experience. The report titled “The CX Reality Check – Research, Revelations and the Route Forward,” is based on surveys of 500 customer experience leaders across Australia, Canada, the United Kingdom, and the United States, contrasted with 500 consumers in those same markets. Continue reading [24]7.ai Research Shows Customers Are Not as Happy as Businesses Think
Category Archives: Market Research
Infobip Data Finds COVID-19 Accelerating Adoption of Omnichannel Marketing
Infobip, a global cloud communications company that provides messaging solutions for advanced customer engagement, identity authentication and security, today released data showing that COVID-19 is driving businesses to invest in long-term digital solutions with a focus on SMS messaging and omnichannel communication solutions. Continue reading Infobip Data Finds COVID-19 Accelerating Adoption of Omnichannel Marketing
Genesys Survey Finds Majority of UK Consumers Concerned Over Companies’ Use of Personal Data
A new study from Genesys®, the global leader in cloud customer experience and contact centre solutions, has found that vast majority of UK consumers (92%) say they are concerned about how companies use their data. Continue reading Genesys Survey Finds Majority of UK Consumers Concerned Over Companies’ Use of Personal Data
Mitel survey reveals changing priorities for firms moving to cloud
For the third consecutive year, Mitel®, a global market leader in business communications, has carried out research into European companies’ adoption of cloud-based communications. Continue reading Mitel survey reveals changing priorities for firms moving to cloud
Capgemini Research Institute: AI-enabled customer interactions more than double since 2018
Artificial Intelligence (AI) has gone mainstream when it comes to customer interactions, according to a new report from the Capgemini Research Institute. More than half of customers (54%) have daily AI-enabled interactions with organisations – a significant increase from the 21% reported in Capgemini’s 2018 research on the subject. Continue reading Capgemini Research Institute: AI-enabled customer interactions more than double since 2018
Twilio Study Finds COVID-19 Accelerated Companies’ Digital Communications Strategy by Six Years
Twilio, the leading cloud communications platform, announced the results of a global survey measuring the impact and outlook of the COVID-19 pandemic on businesses’ digital engagement strategies. Continue reading Twilio Study Finds COVID-19 Accelerated Companies’ Digital Communications Strategy by Six Years