Consumer banking behaviors have changed radically as a result of the COVID-19 pandemic. The findings of new research announced by Verint®, show which banks have maintained and even improved customer satisfaction during a time of market disruption. Continue reading New Verint Research Shows Which Banks Deliver on Customer Experience During Pandemic →

With recent news reporting a marked increase in cyberattack attempts, as criminals try to exploit organisations which are now operating remotely1, new research from PCI Pal® has uncovered that a significant proportion of consumers will act with their feet and take their custom elsewhere, should their personal data be compromised by a business due to poor security practices amid the pandemic. Continue reading Survey from PCI Pal® shows significant consequences for businesses that demonstrate poor data security practices →

LogMeIn announced the results of a new global commissioned study conducted by Forrester Consulting that explores how businesses are leveraging visual engagement technology to create a more personal, trustworthy and secure customer experience (CX). Continue reading New Study Finds Evolving Customer Expectations, Ineffective CX Toolsets Drive Adoption of Visual Engagement Technology →

NICE inContact announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact centre agents who are a vital link to improving customer satisfaction and loyalty. Continue reading Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty →

As our smart devices get ever smarter, voice-enabled technology is fast becoming something we take for granted – to the extent that it’s now a common security feature for call centres. Continue reading Business Reporter: As the Fraud Threat Evolves, Call Centres Need to Find a New Voice in Response →

Boomi™, a Dell Technologies™ business, announced a new global survey, commissioned with Vanson Bourne that reveals although organizations are reaping the rewards of IT modernization, digital transformation and innovation, there’s still more work to do. Continue reading Boomi & Vanson Bourne Report Finds Digital Transformation Initiatives Boost Revenue and Cut Costs →