More than two-thirds (67%) of UK Financial Services (FS) workers believe that artificial intelligence (AI) has the potential to transform many FS practices, according to new research from content services firm Nuxeo. Continue reading More than two-thirds of Financial Services workers say Artificial Intelligence can transform the sector, yet banks are still slow to adopt →

Companies need to look towards automation and Artificial Intelligence (AI) in order to provide customers with the service they want, according to a new study of more than 4,000 consumers and 600 customer experience leaders conducted by mobile messaging solutions provider OpenMarket. Continue reading Study: Brands Must Embrace AI to Improve Communications With Customers →

LivePerson, a global leader in conversational commerce solutions announced the findings of its Consumer Preferences for Conversational Commerce survey examining consumer attitudes and preferences around brand interactions, messaging, and chatbots. Continue reading LivePerson Survey: Nearly two-thirds of consumers worldwide say they’d like the ability to message with brands →

CallMiner, the leading provider of speech and customer engagement analytics solutions unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure. Continue reading As the nation gets angrier swearing in the Contact Centre is on the rise and that’s bad for business →

NICE inContact, a NICE business announced the results of a new study, AI-Infused Contact Centers Optimize Customer Experience. The study, conducted by Forrester Consulting on behalf of NICE inContact, found high interest among contact centre leaders in adopting AI across the contact centre. Continue reading Independent Research Firm Finds High Interest in Adopting AI Across the Contact Centre →

Open-Xchange, the open source communications software provider announces the results of a UK consumer survey conducted by Censuswide. The survey examines attitudes towards the big messaging platform providers (i.e. Facebook Messenger, WhatsApp), as well as wider consumer trust in the technology sector. Continue reading New survey reveals UK consumers more likely to ditch Facebook services than Huawei products →