Research by YouGov and Pegasystems has found that Brits have become antisocial shoppers with only 38% of consumers always favouring interaction with a human customer service representative rather than an automated service (such as artificial intelligence, chatbot etc.) when shopping. Continue reading UK a Nation of Anti-Social Shoppers with Only 38% of Consumers Wanting Human Interaction When Shopping →

As Google Duplex inches closer to becoming a reality, new research by Aspect Software has revealed that over half of consumers (52 per cent) would be comfortable communicating with a customer service robot that closely mimics human behaviour over the phone. While this indicates a growing acceptance of customer service technology that is increasingly human-like, there also remain a number of concerns about the impact this will have on the role of human agents. Continue reading Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research →

Mitel® announced the results of its new Europe-wide survey, “Cloud adoption as viewed by European Companies.” The study analyzes the attitudes and priorities of executives in eight European countries, examining their perceptions and motives for migrating to a cloud-based model for their business communications. Continue reading Study Reveals Innovation and Cost Control Are Key Drivers of Cloud Communications Adoption in Europe →

Dimension Data revealed the findings of its annual CX Benchmarking Report. It urges organisations to address a “customer experience disconnect” that could lose them business or even jeopardise their chances of survival in competitive markets where consumer loyalty can no longer be taken for granted. Continue reading CX disconnect in an ‘experience economy’ is putting businesses at risk →

The adoption of artificial intelligence (AI) is rapidly growing in the workplace; however, to take full advantage of AI’s opportunities, businesses must understand and overcome lingering doubts from their customers and employees, according to research released by Genpact, a global professional services firm focused on delivering digital transformation. Continue reading AI Adoption Accelerating, Yet Benefits at Risk Unless Businesses Address Customer and Employee Doubts, Finds Genpact Research →

Sixty-seven percent of senior leaders cited evolving customer preferences as the primary driver of their digital transformation efforts, according to a study released today by Usabilla, the global Voice of Customer (VoC) technology provider. Continue reading Two-Thirds of Senior Leaders Take on Digital Transformation to Keep Up with Evolving Customer Preferences →