A recent International Data Corporation (IDC) survey of global organizations that are already using artificial intelligence (AI) solutions found only 25% have developed an enterprise-wide AI strategy. At the same time, half the organizations surveyed see AI as a priority and two thirds are emphasizing an “AI First” culture. Continue reading IDC Survey Finds Artificial Intelligence to be a Priority for Organizations But Few Have Implemented an Enterprise-Wide Strategy →

NICE announced the findings from its State of Automation in Customer Service survey. Findings indicated that employees understand the benefits of Robotic Process Automation (RPA) and are more willing to use it to help them deliver better service experiences. More than 2000 employees in the United States and the United Kingdom were surveyed, to understand their perception of how RPA enables them to perform their daily tasks better. Continue reading New Research Reveals Employees Are Ready to be Empowered by Automation Technology →

LivePerson, a leading provider of conversational commerce solutions, today released a new research study conducted by Forrester Consulting and commissioned by LivePerson. Continue reading New independent study commissioned by LivePerson finds that most companies are struggling to respond to consumers’ increasing demands for personalized, effective and easy interactions →

UiPath, the leading Robotic Process Automation (RPA) software company, released a new study that explores the current and future progress of automation in organizations around the world. The survey, developed in collaboration with The Economist Intelligence Unit, found that over 90 percent of organizations already use technology to automate business processes. Continue reading New Study Shows Adoption of Business Automation Technologies is Driven by the C-Suite →

Avaya published a global survey of nearly 2,800 IT and business decision leaders from 17 countries which found that over 90 percent see AI as a crucial element in the digital transformation of their organization and 94 percent recognize the ability of AI to transform the performance of their contact centre. Continue reading New Avaya Research Finds 94 Percent of Business and IT Decision Makers Recognize AI Can Transform the Performance of their Contact Centre →

The majority (92%) of CIOs find integrating new communications with legacy systems a challenge, according to new research from global cloud communications software provider, IMImobile. This comes at a time when almost all (98%) CIOs feel under pressure to deliver the customer experience (CX) expected by both customers and the wider business. Continue reading 92% of CIOs find integrating new communications channels with legacy systems a key challenge to improving CX →