Simple curiosity, the lure of compensation pay-outs, and the chance to get their own back on companies who might have treated them badly: these are some of the reasons that will tempt consumers to use new rights coming in under the General Data Protection Regulation (GDPR), allowing individuals to request access to all the personal information any organization is holding about them, new research suggests. Continue reading A quarter of UK consumers eye up potential GDPR compensation pay-outs
Category Archives: Market Research
70 per cent of contact centres require customers to read sensitive data aloud, increasing security risks
A new survey of contact centre agents conducted by Semafone reveals the dire state of contact centre data security. Drawing responses from more than 500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data collection and fraud prevention. This exposes organisations to inside and outside security threats, and puts sensitive customer information at risk. Continue reading 70 per cent of contact centres require customers to read sensitive data aloud, increasing security risks
83% of Financial Services Organizations Find Customer Authentication Experience Key Driver In Omni-Channel Authentication Management
NICE Actimize, a NICE business, has released a joint survey with PwC which outlined the state of omni-channel authentication strategies at financial services organizations (FSOs), observing that only 28 percent of FSOs have fully implemented cross-channel authentication management. Continue reading 83% of Financial Services Organizations Find Customer Authentication Experience Key Driver In Omni-Channel Authentication Management
Conduent Report: Half of Consumers Dissatisfied With Their Technology Suppliers
We’ve all experienced a frustrating interaction with customer service. You call expecting a simple resolution to a problem, but 30 minutes and multiple customer service representatives later, you’ve had to repeat your account information and issue for each person you’ve spoken with and still haven’t resolved the problem. Continue reading Conduent Report: Half of Consumers Dissatisfied With Their Technology Suppliers
Study Commissioned by Celebrus Advances Strategies for Cross-Channel Business Success
Celebrus, the leading provider of real-time enterprise Customer Data Platform (CDP) technology, has revealed the findings of its research into cross-channel customer tracking in the US and Europe. The October 2017-commissioned study, conducted by Forrester Consulting on behalf of Celebrus, identifies that despite 90% of surveyed firms saying that tracking customers is good for business, almost two-thirds are struggling to recognise customers across their digital touchpoints. Continue reading Study Commissioned by Celebrus Advances Strategies for Cross-Channel Business Success
Almost 1 in 7 companies still without a plan for GDPR
The GDPR will come into force in a little over 7 months, but with the deadline looming there remains concern with 15% of businesses still not having a plan in place, according to the latest research from the DMA. The majority of marketers surveyed believe their organisations are on track (56%) or ahead (4%) in their plans to be compliant by May 2018, with a further 17% falling behind their current plans – up from 11% in May 2017. Continue reading Almost 1 in 7 companies still without a plan for GDPR