Category Archives: Market Research

UK Businesses Struggling to Meet Customer Expectations

UK businesses are failing to satisfactorily answer over a third (36%) of all routine queries asked on the web, email, Twitter and Facebook, with performance dropping by 5% since 2019. The research, from customer service software provider Eptica, an Enghouse company, found companies offering working live chat has increased to 32% in comparison to just 26% in 2019. Continue reading UK Businesses Struggling to Meet Customer Expectations

Connected customers expect a hyper-personalised, effortless experience but organisations are slow to respond

NTT Ltd., a world-leading global technology services provider revealed the findings of its annual Global Customer Experience Benchmarking Report titled “The Connected Customer: Delivering an effortless experience. According to the research, only 5% of organisations in Europe are delivering a fully functioning experience, yet more than half (51%) consider CX to be a primary differentiator. Continue reading Connected customers expect a hyper-personalised, effortless experience but organisations are slow to respond

New Research on Leading Retailers Reveals Vital Balance of Customer Experience and Operational Efficiency

The digital customer experience for retailers remains critical to safeguard customer loyalty and retail profits, according to a new report detailing customer satisfaction rankings of 25 preeminent retailers announced by Verint®.  Continue reading New Research on Leading Retailers Reveals Vital Balance of Customer Experience and Operational Efficiency