Businesses are out of touch with their customers and overestimate the quality of the customer service they provide, according to new research from Pegasystems, the software company empowering digital transformation at the world’s leading enterprises. Research firm Savanta surveyed 12,500 global customers, businesses executives, and customer-facing employees for a one-of-a-kind, three-dimensional perspective on the state of customer service today. Continue reading Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds →

It’s imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 77% of European midsized call centres surveyed recognise the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Continue reading Only 14% of Midsized Call Centres in Europe Are Confident in Ability to Meet Customer Needs →

New data from Juniper Research found the global number of successful retail chatbot interactions will reach 22 billion by 2023, up from an estimated 2.6 billion in 2019. Continue reading Chatbot Interactions in Retail to Reach 22 Billion by 2023, as AI Offers Compelling New Engagement Solutions →

It’s imperative for companies to continue evolving their customer engagement strategies if they wish to survive in a competitive industry landscape. An independent research study conducted by global business consulting firm, Frost & Sullivan, found that 64% of midsized call centres surveyed recognize the connected customer journey as elevating their competitive advantage and having an immediate impact on their business. Continue reading Only 30% of Midsized Call Centres Are Confident in Ability to Meet Customer Needs →

Appian announced survey results exploring how low-code application development can improve key aspects of IT developer job satisfaction. The data shows that IT is feeling increased pressure from changing business expectations in the face of emerging technologies such as artificial intelligence (AI) and robotic process automation (RPA). Continue reading 79% of IT Developers Say Low-Code Can Improve Key Aspects of Job Satisfaction →

A commissioned study conducted by Forrester Consulting on behalf of Ada found that of more than 100 customer service decision makers in the US, Canada, and the UK, only 21% of those firms surveyed provide highly personalized automated customer service experiences. Continue reading 50% of Customer Service Departments Lack the Tools to Provide Automated Personalized Responses →