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 →

Employees in UK businesses are optimistic about the future impact of artificial intelligence (AI) on their jobs according to a nationwide study conducted by Genesys, the global leader in omnichannel customer experience and contact centre solutions. Continue reading UK employees embrace AI in the workplace, but want more training →

Drift, the leading conversational marketing platform and SurveyMonkey, a leading global survey software company, announced the release of the 2019 State of Conversational Marketing Report. Based on a survey of 1,000+ U.S. consumers, the 2019 State of Conversational Marketing is a follow-up to the 2018 State of Chatbots report and highlights key conversational marketing trends and benchmarks. Continue reading Drift and SurveyMonkey Release 2019 State of Conversational Marketing Report →

The majority of businesses (70%) across the UK acknowledge that failing to get on-board with artificial intelligence (AI) now will cost their organisation for the next decade. In fact, just 17% of UK businesses have a fully implemented AI strategy. That’s according to a survey of business leaders in the UK conducted by Vanson Bourne and sponsored by Avaya. Continue reading Uncertainty Over AI Holding Back UK Industry Adoption →

Despite recent doom-and-gloom anecdotal reporting, a nationwide survey of 1,001 workers in the United States finds that 70% have an upbeat attitude toward new workplace technologies involving artificial intelligence (AI), such as chatbots, robots and augmented reality. Only 5% say they dislike new technology for putting their jobs at risk today. Continue reading 70% of U.S. Employees Hold Positive View of Artificial Intelligence in the Workplace Today →