Thirty-seven percent of service leaders are either piloting or using artificial intelligence (AI) bots and virtual customer assistants (VCAs), and 67 percent of those leaders believe they are high-value tools in the contact centre, according to a recent survey by Gartner, Inc. Continue reading Gartner Survey Shows 37 Percent of Service Leaders Are Piloting or Using Artificial Intelligence Bots and Virtual Customer Assistants
Category Archives: Market Research
New Report Finds Customer Experience is Key to Brand Success in 2019
A new report, “Customer Experience Trends in 2019“, has found that customer experience (CX) will be a pivotal piece for brands in growing a stronger and wider customer base in 2019. Continue reading New Report Finds Customer Experience is Key to Brand Success in 2019
Customer Experience Falling Short Across Multiple Channels
According to a recent customer experience survey from Serenova, organizations are not delivering the seamless customer experience that their customers want and need. In fact, 77% of the survey respondents reported having had a bad customer experience within the last year when interacting with a brand. And, alarmingly for these brands, two-thirds of respondents would not purchase from a brand again if they had a bad experience with them. Continue reading Customer Experience Falling Short Across Multiple Channels
Survey Shows Disjointed Communications Technologies Fail Customers
RingCentral released a new report, Overcoming the Digital Disconnect: How Disjointed Communications Technologies Are Letting Customers Down — and How to Solve It . Based on a global survey of 2,000 customer-facing employees by CITE Research, the report reveals a direct connection between employee and customer engagement. Continue reading Survey Shows Disjointed Communications Technologies Fail Customers
The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations
Zendesk released The Zendesk Customer Experience Trends Report 2019 showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever increasing customer expectations. The report is based on global survey results, focus groups, and the Zendesk Benchmark, an index of product usage data from 45,000 companies using Zendesk. Continue reading The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations
CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility
A new study from cloud-based experience leader, InMoment, uncovered five trends, including one that reveals UK consumers are outshining their global peers in making social responsibility a priority when choosing which brands to support. Unlike other areas in the study, UK companies were well aligned with consumers, also ranking this as a major area of focus. Continue reading CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility