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
Category Archives: Market Research
Nearly Three Quarters of Brits Say Self-Service at Work Speeds Things Up
As self-service becomes more and more common in our daily lives, so it seems to be gaining in popularity; nearly three quarters of Britons say self-service at work speeds up getting things done, while two fifths say it makes their life easier. Continue reading Nearly Three Quarters of Brits Say Self-Service at Work Speeds Things Up
Zendesk Releases Annual State of Messaging 2020 Report
Zendesk released State of Messaging 2020, the third annual report featuring expert commentary and in-depth analysis of the biggest trends in conversational business and the rapidly evolving messaging industry. Continue reading Zendesk Releases Annual State of Messaging 2020 Report
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
Study Reveals Hidden Drivers of AI Adoption
Interactions, the world’s largest stand-alone artificial intelligence (AI) company announced the release of “State of AI Decision-Making,” a report that unveils top drivers of AI adoption in the enterprise, with surprising results. Continue reading Study Reveals Hidden Drivers of AI Adoption
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