The State of CX survey, run by Confirmit has revealed that CX professionals are right to put ROI, data integration and executive buy-in top of the CX ‘wish list’ for 2018. Continue reading Lack of data integration and exec buy-in is risking CX ROI
Category Archives: Market Research
Despite Fears, Executives Believe AI and Robotics Could Change Workplace for the Better, Says Pega Research
Organizations believe that pairing humans alongside machine intelligence will create a more effective, engaged, and meritocratic workforce, according to a new global study released by Pegasystems, the software company empowering customer engagement at the world’s leading enterprises. Continue reading Despite Fears, Executives Believe AI and Robotics Could Change Workplace for the Better, Says Pega Research
Conduent Report: Nearly Two-Thirds of Communications and Media Customers Loyal but Can Brands Keep Them?
Nearly two-thirds of consumers are loyal to their communications (63 per cent) and media (66 per cent) providers, having stayed with them for more than three years, despite signs this could change quickly if brands don’t adapt to customer experience demands. This news comes from the final two reports from The State of Customer Experience 2017 survey via Conduent Incorporated. Continue reading Conduent Report: Nearly Two-Thirds of Communications and Media Customers Loyal but Can Brands Keep Them?
Future for University IT is customer-centric, finds research by Service Desk Institute for Freshworks
Freshworks, the leading provider of cloud-based business software announced the findings of a research project by the Service Desk Institute (SDI). Produced in partnership with Freshworks and membership association UCISA, the View from the Frontline: University Edition research report by SDI finds that nearly 80 percent of university IT teams will see an increased focus on customer experience over the next twelve months. Continue reading Future for University IT is customer-centric, finds research by Service Desk Institute for Freshworks
CGI survey findings confirm urgency for banks to deliver value-add services and evolve their business models
CGI released a new report, “Today’s Financial Consumer: Open for Business,” covering the results of its 2017 Global Financial Consumer Survey. Now in its fourth year, the survey assesses and provides insights into how consumers view their primary financial service providers, along with what consumers want and expect from their providers in the future. This year’s survey includes the views of 2,250 respondents across 9 countries. Continue reading CGI survey findings confirm urgency for banks to deliver value-add services and evolve their business models
PointSource, a Globant Company, Releases New Data Showing The Implication of AI investments and Consumers’ Current Relationship With Chatbots
Along with personalized insights and automated processes, the rise in AI, has also brought a disconnect with it. In its latest study, PointSource, a Globant company, found that many consumers have already had a taste of AI, but there is still a gap when it comes to understanding and accepting its applications, such as chatbots. Continue reading PointSource, a Globant Company, Releases New Data Showing The Implication of AI investments and Consumers’ Current Relationship With Chatbots