LogMeIn announced the results of a new study conducted by Forrester Consulting to determine how customer experience strategies affects overall business success. Continue reading New Study Finds AI Widens the Success Gap Between CX Leaders & Laggards
Category Archives: Market Research
Research shows customers embrace webchat, SMS and social media to contact brands – but phone contact is still central to best customer experience
Webchat, SMS and social media messaging are popular ways for customers to contact brands – but new research by Ultracomms reveals how consumers feel about contact centres and confirms they still want to pick up the phone when they have a problem. Continue reading Research shows customers embrace webchat, SMS and social media to contact brands – but phone contact is still central to best customer experience
79% of UK consumers will switch brand if trust breaks down
Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers saying they’ll leave a supplier that they don’t trust. At the same time, focusing on getting customer service basics right and listening to consumers will help brands more than advertising, with 63% of consumers ranking easy processes as a top three factor in building trust. Continue reading 79% of UK consumers will switch brand if trust breaks down
Consumers Love Messaging for Customer Service But Hate its Experience Silo
eGain, the leading provider of digital-first, omnichannel customer engagement hubs announced the findings based on a consumer survey of the use of messaging for customer service. The survey revealed that consumers love the convenience of messaging but struggle mightily with its experience silo. Continue reading Consumers Love Messaging for Customer Service But Hate its Experience Silo
94% of consumers are frustrated by disjointed experiences and poor customer journeys
New research launched from Thunderhead reveals that two in five consumers (39%) would consider switching to another retailer after two bad experiences with a brand. Continue reading 94% of consumers are frustrated by disjointed experiences and poor customer journeys
Business and Technology Executives Say Ability to Predict and Prevent Future Applications Challenges Could Be “Game Changer” for Organizations, DXC Technology Survey Finds
A survey of business leaders by DXC Technology and Vanson Bourne, an independent research firm, reveals that 86 percent of IT and business decision makers believe that being able to predict and prevent future challenges with applications could be a “game changer” for their organizations. This could be achieved via automation, artificial intelligence (AI) and lean processes. Continue reading Business and Technology Executives Say Ability to Predict and Prevent Future Applications Challenges Could Be “Game Changer” for Organizations, DXC Technology Survey Finds