Sabio Group unveiled the findings of its latest market survey that highlights how the COVID crisis has led to a period of pivotal change for businesses, employees and consumers. Driven by necessity, businesses condensed technology transformations from years to weeks and consumers switched to new, faster and more efficient, channels of engagement. Continue reading Customer Experience Research from Sabio Group Shows Significant Shift to Digital Channels and AI
Category Archives: Market Research
Chatbots rank dead last in customer satisfaction as digital service demand grows amid COVID-19
eGain, the leading provider of customer engagement solutions, announced that chatbots ranked at the bottom among digital touchpoints in customer satisfaction during the initial outbreak of COVID-19. Continue reading Chatbots rank dead last in customer satisfaction as digital service demand grows amid COVID-19
89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever
According to a major new industry survey “What Will Your Contact Centre Be Like Post Lockdown?”, 77% of contact centres had 50% or more of their employees working from home during the current Covid-19 crisis with 62% stating that, if there was a second wave, they needed to understand how to do homeworking better. Continue reading 89% of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever
[24]7.ai Research Shows Customers Are Not as Happy as Businesses Think
[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
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