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 →

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 →

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 →

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 →

The majority of citizens are willing to share personal information with government agencies in exchange for better service, according to a global study issued by Accenture. Continue reading Citizens Willing to Share Personal Data with Government in Exchange for Enhanced Customer Services, Accenture Survey Finds →

Organizations must tear down the walls between IT and the business and make more customer-centric investments if they are to improve customer experience (CX), according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Continue reading Divisions Between IT and Business Could Impact Customer Experience, Says Pega Research →