Rises to the National Living Wage (such as the increase on April 1st) are having a wider-than expected ripple effect on the lives of British workers, by increasing people’s job satisfaction and opportunities. A study by alldaypa, the leading contact centre for the SME industry, asked workers over 27 years of age, who are paid the National Living Wage, how their jobs had changed since its introduction in April 2016. Continue reading Rises to National Living Wage makes jobs more interesting and fulfilling →

Verint® Systems, The Customer Engagement Company™, announced results from a new large-scale study of more than 36,000 consumers across 18 countries that provides a blueprint for how organizations can deliver experiences that will truly engage customers from today into 2030 and beyond. Continue reading New Verint Study of 36,000+ Consumers Across 18 Countries Reveals Customer Engagement Trends →

Spiceworks announced the results of a new survey examining the adoption and usage of intelligent assistants and AI chatbots in the workplace. The results show that within the next 12 months, 40 percent of large businesses – those with more than 500 employees – expect to implement one or more intelligent assistants or AI chatbots on company-owned devices, compared to 25 percent of mid-size companies and 27 percent of small businesses. Continue reading Spiceworks Study Reveals 40 Percent of Large Businesses Will Implement Intelligent Assistants or Chatbots by 2019 →

Two thirds of consumers surveyed by PwC feel companies have lost touch with the human element of the customer experience. Three quarters saying they want more human interaction in future, not less. Continue reading Companies have lost the human touch in customer experience →

Virtusa, a global provider of digital engineering and IT outsourcing services that accelerate business outcomes for its clients announced the findings of The Digital Transformation Race Has Begun, a September 2017 study commissioned by Virtusa and conducted by Forrester Consulting, that reflects the digital maturity of firms worldwide. The study evaluates the state of digital transformation across six key industries – retail, banking, healthcare, insurance, telco, and media. Continue reading Independent Study Commissioned by Virtusa Finds 85 Percent of Businesses Plan to Invest in Digital Transformation in 2018 →

Companies know they must adapt to change in order to compete, but often don’t rely on a wide enough lens into data to drive change. A new study announced, “Business Transformation and Analytics: Driving Change in a Customer-Centric World,” reveals 85% of executives know that data and analytics are critical to informing sales and marketing changes within the business, yet 39% admit to relying too heavily on one data point. Continue reading New Calabrio Study Reveals C-Level Executives Rely on Limited Data to Drive Business Change →