NICE inContact, a NICE business, announced findings from the breakthrough global research study that measures real-world consumer experiences including most recent service interaction, satisfaction, loyalty and advocacy – including Net Promoter Score® (NPS®) – across communication channels. Continue reading NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet)
Category Archives: Market Research
Consumers: Chatbots still too dumb to get the job done
Pegasystems, the software company empowering customer engagement at the world’s leading enterprises announced survey results from 3,500 global consumers that find most chatbots still aren’t smart enough to meet their high expectations. While most agree chatbots can be fast and convenient in certain situations, consumers cite a lack of intelligence as their top complaint against automated bots, and 65 percent still prefer a human agent on the other end of the chat. Continue reading Consumers: Chatbots still too dumb to get the job done
BriteBill Study: Service Providers Are Missing a Critical Digital Transformation Opportunity
BriteBill, An Amdocs Company and leading provider of billing and communications software for utilities, communications and media providers released the results from a study of 40 Tier-0 and Tier-1 service providers across EMEA, North America and Asia. Continue reading BriteBill Study: Service Providers Are Missing a Critical Digital Transformation Opportunity
UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion
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
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