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 →

Infosys, a global leader in next-generation digital services and consulting published a global research on data analytics from the Infosys Knowledge Institute. The survey titled, ‘Endless possibilities with data: Navigate from now to your next’, reveals that a majority of organizations are deploying analytics to enhance customer experiences and mitigate risk. Continue reading Data Analytics Most Instrumental in Enhancing Customer Experience and Lowering Risk for Organizations →

As Black Friday approaches, a survey conducted by Aspect Software has revealed that almost half of consumers (49 per cent) expect to see at least some improvement in customer service during the busy shopping period, with this figure rising to 69 per cent for those aged 16-24, and 61 per cent for those aged 25-34. Continue reading Discerning shopping tastes of younger generation around Black Friday revealed in new research from Aspect Software →

UK research reveals that nearly six in ten (59%) consumers have stopped shopping with a retailer due to poor customer service. Continue reading Bad customer service stops six in ten consumers shopping with a retailer →

Polycom, a part of Plantronics, released Streamlined Video Conferencing Strategy Drives Business Results, a November 2018 study conducted by Forrester Consulting on behalf of Polycom. The study found that video conferencing is growing in usage, in the number of solutions, and in overall complexity for end users and IT alike. These findings showcase the need for consistent, simple experiences to speed the start of meetings and simplify IT’s job managing the estate. Continue reading 84% of companies use more than one cloud-based video conference app →

Despite increasing investment from brands in marketing technology, nearly half of consumers say brands aren’t meeting their expectations when it comes to the customer experience (CX), and even fewer remember the last time a brand exceeded expectations, according to results of a global survey commissioned by Acquia. Continue reading Customer Experience: Marketers Doing it Wrong, Study Finds →