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 →

How we as humans communicate is changing, so it makes sense that the way we interact with brands is changing, too. Astute surveyed a broad swath of American consumers to better understand how people want to communicate with brands. Continue reading Astute Publishes Original Research That Finds How Consumers Want to Speak with Brands is Changing →

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 →

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 →