As new methods of interaction such as webchat and chatbot-based communication in customer service become more and more commonplace, new research by Aspect Software has found that two-thirds of consumers (67 per cent) are comfortable with moving beyond traditional channels of interaction – such as telephone – in favour of more modern channels for engagement. Continue reading Customers are ready for channel shift, but only on their own terms, says Aspect Software research
Category Archives: Market Research
SAP Study Says Up to 93 Percent of Companies Consider Intelligent Technology Key to Digital Transformation
SAP announced research findings from a study commissioned by SAP and conducted by leading industry analyst Forrester Consulting,* indicating that intelligent technologies are critical for supporting digital transformation in the enterprise. Continue reading SAP Study Says Up to 93 Percent of Companies Consider Intelligent Technology Key to Digital Transformation
Survey: Fewer than 50% of Enterprises Have Deployed Intelligent Automation Technology
Appian announced the third set of findings from its Future of Work international survey, conducted by IDG and LTM Research. Part three of the series looks specifically at “intelligent automation,” defined as the integration of emerging cognitive and robotic computing technologies into human-driven business processes and customer interactions. Continue reading Survey: Fewer than 50% of Enterprises Have Deployed Intelligent Automation Technology
Gartner Survey Shows 37 Percent of Service Leaders Are Piloting or Using Artificial Intelligence Bots and Virtual Customer Assistants
Thirty-seven percent of service leaders are either piloting or using artificial intelligence (AI) bots and virtual customer assistants (VCAs), and 67 percent of those leaders believe they are high-value tools in the contact centre, according to a recent survey by Gartner, Inc. Continue reading Gartner Survey Shows 37 Percent of Service Leaders Are Piloting or Using Artificial Intelligence Bots and Virtual Customer Assistants
New Report Finds Customer Experience is Key to Brand Success in 2019
A new report, “Customer Experience Trends in 2019“, has found that customer experience (CX) will be a pivotal piece for brands in growing a stronger and wider customer base in 2019. Continue reading New Report Finds Customer Experience is Key to Brand Success in 2019
Customer Experience Falling Short Across Multiple Channels
According to a recent customer experience survey from Serenova, organizations are not delivering the seamless customer experience that their customers want and need. In fact, 77% of the survey respondents reported having had a bad customer experience within the last year when interacting with a brand. And, alarmingly for these brands, two-thirds of respondents would not purchase from a brand again if they had a bad experience with them. Continue reading Customer Experience Falling Short Across Multiple Channels