New research from Mitel® reveals a vast majority of IT decision-makers surveyed agree on the value machine-to-people interactions hold for unlocking the secret to improving customer experience. More than 75 percent also say they plan on tying together devices, emerging technologies, and communications and collaboration capabilities within two years to enable such interactions. Four out of 10 expect an increase in revenue by doing so. Continue reading New Mitel Survey Highlights the Role of Machine-to-People Interactions in Transforming Customer Experience →

A new, global research study by Brite:Bill, an Amdocs company, finds that billing in the telecoms sector remains a prime cause of customer complaints, enquiries and churn, with over two thirds of consumers finding their bills hard to understand and 75 per cent not interested in the information provided. Continue reading Communications Service Providers fail to address the biggest demographic segment, Generation Z →

The majority of sectors in the UK are falling well short of providing ‘excellent’ contactability to their customers and prospects, finds latest research, with airlines and delivery firms emerging as the worst culprits among a poor-performing group. These findings – conducted across a number of sectors including retail banks, hotels and supermarkets – are particularly astonishing in today’s connected world, where reputations are made and lost on internet reviews and competition across channels is increasingly fierce. Continue reading British businesses failing to provide customers with ways to get in touch at the risk of losing their custom →

Five9, a leading provider of cloud software for the enterprise contact center market, announced the findings of the inaugural Five9 Customer Service Index, conducted by Zogby Analytics, which found that consumer savviness and the need for businesses to increase customer retention has increased the focus on customer experience as a top business priority. Continue reading Survey: Positive Customer Service Experiences is the Key to Success this Holiday Season →

A study of the UK’s leading e-retailers has revealed that poor page speeds are putting their Black Friday and Christmas sales at risk. The research, carried out by leading ecommerce and digital agency Visualsoft, found that 54% of leading e-retailers page speeds rated as ‘poor’, taking over nine seconds to load, and 32% only rated as fair, taking between six to eight seconds to load. Continue reading Sluggish speeds show UK’s e-retailers are unprepared for seasonal splurge →

Financial firms and their senior management teams currently face an uphill battle to be ready for the vast overhaul of European market rules that come into force on January 3rd with MiFID II. Continue reading Six in ten senior decision makers predict greater business efficiency from MiFID II →