Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers saying they’ll leave a supplier that they don’t trust. At the same time, focusing on getting customer service basics right and listening to consumers will help brands more than advertising, with 63% of consumers ranking easy processes as a top three factor in building trust. Continue reading 79% of UK consumers will switch brand if trust breaks down →

eGain, the leading provider of digital-first, omnichannel customer engagement hubs announced the findings based on a consumer survey of the use of messaging for customer service. The survey revealed that consumers love the convenience of messaging but struggle mightily with its experience silo. Continue reading Consumers Love Messaging for Customer Service But Hate its Experience Silo →

New research launched from Thunderhead reveals that two in five consumers (39%) would consider switching to another retailer after two bad experiences with a brand. Continue reading 94% of consumers are frustrated by disjointed experiences and poor customer journeys →

A survey of business leaders by DXC Technology and Vanson Bourne, an independent research firm, reveals that 86 percent of IT and business decision makers believe that being able to predict and prevent future challenges with applications could be a “game changer” for their organizations. This could be achieved via automation, artificial intelligence (AI) and lean processes. Continue reading Business and Technology Executives Say Ability to Predict and Prevent Future Applications Challenges Could Be “Game Changer” for Organizations, DXC Technology Survey Finds →

As new methods of interaction such as webchat and chatbot-based communication in customer service become more and more commonplace, new research by Aspect Software has found that two-thirds of consumers (67 per cent) are comfortable with moving beyond traditional channels of interaction – such as telephone – in favour of more modern channels for engagement. Continue reading Customers are ready for channel shift, but only on their own terms, says Aspect Software research →

SAP announced research findings from a study commissioned by SAP and conducted by leading industry analyst Forrester Consulting,* indicating that intelligent technologies are critical for supporting digital transformation in the enterprise. Continue reading SAP Study Says Up to 93 Percent of Companies Consider Intelligent Technology Key to Digital Transformation →