Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. Continue reading Insurers neglecting customer service on digital channels, Eptica finds →

Businesses are recognising that the post Baby Boomer shift, and the rise of Gen Z as a consumer force, will have a profound effect on the customer service industry. Continue reading Regardless of age, consumers want a fast response and value data security →

44% of Americans, 38% of Brits, 33% of Australians, and 37% of Canadians have been the victim of a data breach, according to newly released research conducted by the secure payments provider to contact centres, PCI Pal. Continue reading New Global Research Shows Poor Data Security Practices Have Serious Consequences for Businesses Worldwide →

Customer Satisfaction Benchmarking Report for the Utilities sector from leading UK market research company, TTi Research, reveals that the sector is experiencing a satisfaction downturn, with call handling being a key driver of customer discontent. Continue reading New Report from TTi Research Reveals Utilities Customer Satisfaction is firmly ‘On Hold’ in 2019 →

Pegasystems announced the results of a global survey that found robotic process automation (RPA) and robotic desktop automation (RDA) to be highly effective in streamlining work – though achieving and maintaining those results isn’t as simple as it seems. Continue reading Survey: Most Businesses Find RPA Effective But Hard To Deploy and Maintain →

The Capgemini Research Institute has found that consumers increasingly prefer to interact with bots rather than humans, especially when it comes to researching products, learning about new services or following up on post-purchase customer service queries. Continue reading Consumers prefer interacting with voice and chat assistants over humans, creating opportunities for businesses →