Appian announced the results of its “Business Automation Technologies and the Customer Experience” survey. The objective of the survey, conducted by IDG, was to understand employee attitudes at large organizations across the United States and Europe with respect to business automation technologies and the “humanization” of business-to-customer relationships. Continue reading Two-Thirds of Respondents Say Technology is Not Delivering Stronger Customer Relationships →

Despite new UK regulations that encourage consumers to save money by changing suppliers, average customer churn increased by only 3.7% versus 2018, according to the 2020 CallMiner Churn Index which was released today. Continue reading British Businesses Lose Nearly £5 Billion due to Unplanned Customer Churn →

CGS, a global provider of business applications, enterprise learning and outsourcing services, announced findings from its 2020 CGS Customer Services Preferences in Times of Distress Survey. The results showed that consumers in both the U.S. and U.K. are feeling unsure about the safety of their personal data and prefer to connect with human agents in customer service interactions, especially for those that occur during stressful times. Continue reading CGS Survey Reveals Consumers Crave a Human Element in Customer Service During Stressful Times →

Ada, the leader in Automated Customer Experience (ACX), announced new findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2020 which found that many business leaders say that customer satisfaction is their top goal but three out of four (76%) expect difficulty in achieving this without raising costs in the next two years. Continue reading Stuck on service: 76% of business decision leaders say it will be difficult to achieve customer satisfaction without raising costs →

Almost two thirds (63%) of UK adults have experienced phone fear – feeling reluctant or nervous about making or receiving a routine phone call – with almost one in five (19%) stating they feel it “all of the time”. This is according to research from cloud telephony specialist, Natterbox. Continue reading New Research Shows Almost Two Thirds of Adults Have Experienced Phone Fear →

Adoption of artificial intelligence continues to increase in U.S. contact centres. According to Canam Research, 78% of contact centres in the U.S. report plans to deploy artificial intelligence in their contact centre in the next 3 years, with an overwhelming number (97%) of survey respondents planning to use artificial intelligence to support agents as opposed to 7% who plan to use AI to replace some or all of their current call centre staff. Continue reading New Bright Pattern AI Survey Finds 78% of Companies Have or Plan to Deploy AI in Their Call Centre →