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
Category Archives: Market Research
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
Gartner Says CMOs Remain Optimistic About Budgets Post-COVID19, Despite Bleak Outlook from C-Suite Colleagues
While companies have cut back on marketing budgets due to COVID-19, 73% of CMOs expect the pandemic’s negative impact to be short lived, with a positive outlook for business performance in the 18-24 months, according to Gartner’s CMO Spend Survey 2020. Continue reading Gartner Says CMOs Remain Optimistic About Budgets Post-COVID19, Despite Bleak Outlook from C-Suite Colleagues
Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic
Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online shopping for items they would typically buy in store. Continue reading Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic
It’s still good to talk: only 15% of consumers want no human interaction with brands
Despite a rise in online self-service, in industries ranging from insurance and travel to utilities, a survey, commissioned by intelligent call tracking software company ResponseTap, reveals that only 15% of people don’t think human interaction is important at all when they are making a purchase. Continue reading It’s still good to talk: only 15% of consumers want no human interaction with brands