Employee engagement has surfaced as a major concern in delivering improvements in customer experience (CX), with 86 percent of CX executives in a Gartner, Inc. survey ranking it as having an equal or greater impact than other factors such as project management and data skills. Continue reading Gartner Survey Finds Employee Engagement a Top Concern Affecting Customer Experience →

New research by TeleWare, a leading communication technology business, has revealed that healthcare and pharmaceutical businesses are missing out on operational benefits due to inefficiencies in information retrieval. Continue reading Healthcare missing out on operational benefits due to inefficiencies in information retrieval, research reveals →

85 percent of businesses we surveyed will use voice technology – such as Amazon’s Alexa or Microsoft’s Cortana voice-activated assistants – to communicate with customers within the next year according to research from Pindrop, the pioneer in voice security and authentication. Currently only 28 percent of businesses do so, reflecting great ambitions within industry to create a “Conversational Economy” – an ecosystem where voice, not touch, is the main technology interface for customers. Continue reading Business Use Of Voice Technology To Triple In Next 12 months According To Pindrop’s Latest Survey →

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 →