Nintex released new research that shows company decision makers prioritize improving the customer experience (48 percent) first and foremost over the employee experience (29 percent) when budgeting for digital transformation technology purchases. Continue reading Customer Experience Is Primary Driver of Decision Makers’ Digital Transformation Purchases →

The Gig Economy is becoming increasingly popular and customer service agents are looking to get in. According to Aspect Software’s 2nd annual 2018 Agent Experience Index, customer service agents might be the next wave of workers who want the option of an ‘on-demand’ job. Continue reading Gig Economy on the Rise: Customer Service Agents Show Strong Interest Working as On-Demand Agents →

A new study from voice security company, Aeriandi, has highlighted UK organisations’ contradictory attitudes towards the voice channel, increasing the chances of their customers’, employees’ and partners’ data being exposed to unauthorised parties – and as a result falling foul of the new General Data Protection Regulation. Continue reading New Aeriandi survey reveals voice is the silent cyber security threat →

With the convergence of digital technologies, such as artificial intelligence (AI) and the internet of things (IoT), opportunities are surging for brands to use advanced analytics to learn – and deliver on – what their customers expect in any given moment and place. A new study, conducted by Harvard Business Review Analytic Services and sponsored by SAS, Intel and Accenture Applied Intelligence, reports that companies using customer analytics are already achieving notable gains. Continue reading Customer analytics can ‘significantly’ improve bottom line, but most brands still fall short of applying it in real time, per new study →

New research from Capgemini’s Digital Transformation Institute highlights that the minority of businesses feel they have the digital (39%) and leadership (35%) capabilities needed to make their digital transformation journey a success. The report, “Understanding Digital Mastery Today: Why companies are struggling with their digital transformations” reveals that while companies are making progress on evolving their customer experience, they are struggling to transform their back-end operations. Continue reading Organizations struggle to make progress with their digital transformation investments →

The finance sector is facing a multitude of challenges right now. MiFID II has hit at the same time as the General Data Protection Regulation (GDPR) and has required firms to overhaul significant areas of their operations, staffing and technology.  Continue reading 40% of financial firms at risk of MiFID II penalties, research reveals →