RingCentral released a new report, Overcoming the Digital Disconnect: How Disjointed Communications Technologies Are Letting Customers Down — and How to Solve It . Based on a global survey of 2,000 customer-facing employees by CITE Research, the report reveals a direct connection between employee and customer engagement. Continue reading Survey Shows Disjointed Communications Technologies Fail Customers
Category Archives: Market Research
The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations
Zendesk released The Zendesk Customer Experience Trends Report 2019 showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever increasing customer expectations. The report is based on global survey results, focus groups, and the Zendesk Benchmark, an index of product usage data from 45,000 companies using Zendesk. Continue reading The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations
CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility
A new study from cloud-based experience leader, InMoment, uncovered five trends, including one that reveals UK consumers are outshining their global peers in making social responsibility a priority when choosing which brands to support. Unlike other areas in the study, UK companies were well aligned with consumers, also ranking this as a major area of focus. Continue reading CX Trends Study: UK Consumers Lead in Prioritising Corporate Social Responsibility
Traditional communications channels are becoming a last resort for consumers, says Aspect Software
For many years, telephone has been the dominant means through which organisations communicate with their customers. However, according to Aspect Software, the growth in choice when it comes to interaction – as well as the changing preferences of younger generations – means that traditional channels such as telephone are now becoming more of a last resort rather than a first port of call. Continue reading Traditional communications channels are becoming a last resort for consumers, says Aspect Software
Gartner Predicts 70 Percent of Organizations Will Integrate AI to Assist Employees’ Productivity by 2021
Artificial intelligence (AI) is increasingly making its way into the workplace, with virtual personal assistants (VPAs) and other forms of chatbots now augmenting human performance in many organizations. Gartner, Inc. predicts that, by 2021, 70 percent of organizations will assist their employees’ productivity by integrating AI in the workplace. Continue reading Gartner Predicts 70 Percent of Organizations Will Integrate AI to Assist Employees’ Productivity by 2021
Gartner Identifies Four Imperatives That Customer Service and Support Leaders Must Address to Deliver Digital Customer Service in 2019
Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner, Inc. Customer-facing artificial intelligence (AI), big data, customer activism and rising CRM costs are key priorities for customer service and support leaders this year. Continue reading Gartner Identifies Four Imperatives That Customer Service and Support Leaders Must Address to Deliver Digital Customer Service in 2019