New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Continue reading UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion
Category Archives: Market Research
50% of consumers want blend of technology and human input in retail experience, says Aspect Software research
As technology becomes an ever more prevalent part of our everyday lives, there are signs that consumers are becoming increasingly accepting of its role in their shopping experience – such as through the presence of automated self-service computer screens in-store or chatbots through the online channel. Continue reading 50% of consumers want blend of technology and human input in retail experience, says Aspect Software research
Robotic Assurance: UK Businesses Must Inspire Employees to Embrace Robots and Automation
More than a third (34.2%) of UK workers believe that robots and automation will deliver more interesting and creative jobs for future generations, according to new research. However, the majority of employees require more education to understand the technology’s capabilities, revealing an urgent need for UK businesses to provide comprehensive training during RPA on-boarding. Continue reading Robotic Assurance: UK Businesses Must Inspire Employees to Embrace Robots and Automation
Understanding America’s Love-Hate Relationship with AI in Customer Care
Today, companies want to take advantage of every channel available to reach their customers: text, phone, webchat, email, social messenger apps, and more are in the mix. With this array of options, companies have more opportunity than ever to interact with their customers and build loyalty and trust. Yet with so many choices, getting it right—supporting customer conversations in the manner people want, while also being efficient—is of critical importance. Continue reading Understanding America’s Love-Hate Relationship with AI in Customer Care
New Survey Reveals Insurance Companies Missing Opportunity to Improve Loyalty and Reduce Churn
Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced the results of a new survey that revealed how consumers perceive their insurance companies. While the majority are very satisfied with their insurers (59 percent), this does not always equate to customer loyalty – 71 percent said simply receiving a lower price quote ranked as the top reason to change insurers. Continue reading New Survey Reveals Insurance Companies Missing Opportunity to Improve Loyalty and Reduce Churn
New research finds not valuing customers leads to $136 billion switching epidemic
New research released by CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. Continue reading New research finds not valuing customers leads to $136 billion switching epidemic