Despite the general sense of excitement and euphoria that grips the nation at the time of a major sporting event such as the World Cup, a new survey by Aspect Software has revealed that consumer spending habits remain largely the same during these periods, along with their perceptions of the speed of customer service. Continue reading World Cup excitement has little impact on level of consumer spending, finds new research from Aspect Software →

The pervasiveness of technology in everyday life means that people have come to take for granted the convenience of mobile, e-commerce, instant access to information, products and services, and the ability to offer feedback through social media. Their expectations around how to find, research and buy what they want have been moulded by these digital experiences, and as they enter the workforce, they take these expectations with them. Continue reading B2B businesses are underestimating customer service and must learn from the B2C approach, according to research by Claranet →

Most businesses are at risk of trapping their customers in a cycle of repeated recommendations, according to a new report from analytics leader SAS. Nine in 10 (93 per cent) businesses are unable to use analytics to accurately predict what individual customers will want in future. However, more than half (54 per cent) mistakenly believe they are ‘best-in-class’ or ‘transformational’ when it comes to using customer intelligence to shape their marketing campaigns. Continue reading SAS survey: 93 per cent of businesses cannot use analytics to predict individual customers’ needs →

Over two-thirds (70%) of UK consumers would like customer service to be more convenient and offer more channels to get in touch with organisations, according to a new report, ‘Customer engagement – the road to 2020’, commissioned by West Unified Communications Services. This shows that contact centres are still behind in offering digital technologies that deliver on their promise of excellent customer engagement from a consumer’s perspective. Continue reading 70% of consumers demand more convenient customer service options to support 24/7 lifestyles →

A new Mitel® survey of 5,000 adults from the United States, UK, France, Germany and Australia indicates a measurable disconnect between the advancements organizations think they are making to deliver exceptional customer experience and how customers actually view their commercial interactions. Continue reading Businesses Are Investing in Technology to Improve Customer Experience, but Many Are Still Falling Short of Giving Customers What They Want →