Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities for customer service and support leaders in 2024, according to Gartner, Inc. Continue reading Gartner Identifies Three Top Priorities for Customer Service and Support Leaders in 2024
Category Archives: Market Research
UK small businesses prioritise customers over financial growth in 2024
Aircall, the customer communication and engagement platform, launches The Voice of SMBs 2024 global report. Continue reading UK small businesses prioritise customers over financial growth in 2024
Half of Consumers Now Expect 24/7 Customer Service Support, Vonage research unveils
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson, has released its Global Customer Engagement Report 2024. Continue reading Half of Consumers Now Expect 24/7 Customer Service Support, Vonage research unveils
Survey Reveals 55% of CXM Leaders Plan to Invest $1 Million or more in GenAI in Next 12-18 Months
More than half (55%) of Customer Experience Management (CXM) leaders plan to invest US $1 million or more in generative AI (GenAI) in the next 12-18 months, with 16% of leaders expecting to spend more than $10 million. Continue reading Survey Reveals 55% of CXM Leaders Plan to Invest $1 Million or more in GenAI in Next 12-18 Months
New research warns of emerging “AI Gap” between brands and consumers
LivePerson, the global leader in enterprise conversations, released the results of its State of Customer Conversations 2024 report. The annual report surveyed thousands of business leaders and consumers across the world about artificial intelligence (AI), automation, and chatbots. Continue reading New research warns of emerging “AI Gap” between brands and consumers
Puzzel Unveils “The State of Contact Centres 2024” Survey
Puzzel, the leading European CCaaS provider, released the State of Contact Centres 2024 survey, one of the most comprehensive European surveys to date on the emerging trends, challenges and opportunities that are reshaping the CX landscape for organisations in Europe. Continue reading Puzzel Unveils “The State of Contact Centres 2024” Survey