Consumers lack trust in artificial intelligence (AI) and don’t understand the extent to which it can make their interactions with businesses better and more efficient, according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Continue reading Consumers Failing to Embrace AI Benefits, Says Research →

Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced slow customer service. That is according to 8×8, a leading cloud provider of voice, video, chat and contact centre solutions for over one million users worldwide, which recently carried out a survey of 2,000 adults in the UK. Continue reading UK companies face boycotts for slow customer service →

IDA IRELAND has launched a new report detailing the extent to which 5,000 jobs in the Customer Experience (Cx) sector in Ireland will be affected by technological and generational forces over the coming years. Continue reading IDA Ireland Launches new report on Customer Experience Sector in Ireland →

Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study. Continue reading Twitter and Facebook worst channels for retail customer experience, finds research by Eptica →

Changing behaviors and digital natives are transforming the future workplace, attitudes towards automation, and what employees expect of their employers. That’s according to results announced today from a new large-scale study of more than 34,000 consumers across 18 countries from Verint®, The Customer Engagement Company™. Continue reading New Verint Global Study Reveals Drivers Shaping the Future Hybrid Workforce →

Nuance released the results of a national survey of financial services professionals that finds advisors seek AI-based tools to help perform their jobs more effectively and positively impact client service. Continue reading New Survey Highlights Demand for Automation in Financial Services to Improve Customer-Facing and Back-Office Tasks →