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 →

TELUS International, a customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands, announced the results of a U.S. study analyzing consumer interest in personalized customer service experiences. Continue reading TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience →

Virtusa Corporation, a global provider of digital strategy, digital engineering, and IT outsourcing services that accelerates business outcomes for its clients, today announced the findings from The Top Global Banking Technology Trends, a July 2019 research paper commissioned by Virtusa and conducted by Finextra. Continue reading New Virtusa Study Finds Digital Customer Experience, Innovation, and Cost Reduction are Top Priorities for Banks →

According to NTT Ltd.’s 2019 Digital Means Business Report, only 11% of organizations are highly satisfied with those in charge of spearheading digital transformation, despite the fact that almost three-quarters of them are already underway on their journey. Continue reading Lack of alignment and collaboration between C-suite, IT teams and wider business holding back digital transformation →

NICE inContact, a NICE business, announced the findings of its second annual, comprehensive global research study that gauges the changing attitudes of business contact centre leaders and consumers in key areas of customer experience. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, business wave, polled contact centre leaders in the United States, United Kingdom, and Australia. Continue reading Contact Centre Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences →

Zendesk released new research and insights from more than 9,000 small and midsize companies, analyzing the gaps between companies’ perceptions of the customer experiences they deliver and the reality. While results indicate differences in small and midsize businesses’ ability to meet the growing expectations of customers, one discovery is consistent: fast-growing companies are more likely to take an omnichannel approach, offering a seamless and connected experience for communicating with customers across multiple channels. Continue reading Zendesk Releases Benchmark Reports on the Biggest Gaps in Customer Experience for Small and Midsize Companies →