Dimension Data revealed the findings of its annual CX Benchmarking Report. It urges organisations to address a “customer experience disconnect” that could lose them business or even jeopardise their chances of survival in competitive markets where consumer loyalty can no longer be taken for granted. Continue reading CX disconnect in an ‘experience economy’ is putting businesses at risk →

The adoption of artificial intelligence (AI) is rapidly growing in the workplace; however, to take full advantage of AI’s opportunities, businesses must understand and overcome lingering doubts from their customers and employees, according to research released by Genpact, a global professional services firm focused on delivering digital transformation. Continue reading AI Adoption Accelerating, Yet Benefits at Risk Unless Businesses Address Customer and Employee Doubts, Finds Genpact Research →

Sixty-seven percent of senior leaders cited evolving customer preferences as the primary driver of their digital transformation efforts, according to a study released today by Usabilla, the global Voice of Customer (VoC) technology provider. Continue reading Two-Thirds of Senior Leaders Take on Digital Transformation to Keep Up with Evolving Customer Preferences →

Freshworks, a global leader in customer engagement software announced the results of a business metrics research project suggesting that businesses aren’t gaining full value from their service desk data. The joint research ‘Measuring and Making Most of Service Desk Metrics’ provides insights into what metrics organizations are measuring, how often they produce reports and what they do with the data. Continue reading Joint research by SDI and Freshworks reveals that only 38% of service desk teams provide businesses with context on data →

New research from NewVoiceMedia, a Vonage Company and leading global provider of cloud contact centre and inside sales solutions, reveals that three-quarters of consumers prefer to have their customer service inquiries handled by a live agent over self-service options or a chat bot. Continue reading New research reveals 75 percent of customers still favour live agent support for customer service vs 25 percent self-service and chatbots →

New research from Conduent Incorporated, a digital interactions company, finds that despite increased options for digital customer communications, brands’ ability to meet consumer expectations for sales, service and experience is declining. Continue reading Consumer Experience Report Indicates End-to-End Solutions Help Keep Pace With Rising Expectations →