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 →

A new survey conducted by Moneypenny, into the return to work post-COVID lockdown, shows that almost half (45%) of office workers surveyed are returning to work immediately, with a further 31% due back in the next one to four months. However, 48% admit to having some concerns about COVID risks and a further 15% are not at all comfortable with the prospect of going back to the office. Continue reading Moneypenny survey shows how office life has transformed in post-lockdown return to work →

A leading customer service provider has challenged businesses in the UK to change the way they think about customer interaction, amid rising levels of consumer dissatisfaction. Woven is a leading contact centre, customer management and BPO service provider, operating from offices in Bristol, Swindon and Ipswich and working with brands across a range of industries, including Toyota and Kärcher. Continue reading The changing landscape of customer experience and why brands are still getting complaint handling wrong →

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. The survey, conducted by Spoking Polls with 1,108 European IT decision-makers, highlights a rising adoption rate among businesses and a newfound maturity when it comes to migrating towards an as-a-service model. Continue reading Cloud Communications: European Companies Show Newfound Maturity →