CxO professionals are being held back from successfully fulfilling their customer engagement strategies, despite viewing customer service as a definitive competitive differentiator. This is according to new research from Aspect Software, who suggests that the C-suite must work hard to communicate to the Board the importance of customer service in an organisation. Continue reading C-suite facing challenges in fulfilling customer engagement strategies
Category Archives: Market Research
Online retailers in the dark about ‘vampire’ shoppers
Night-owl UK consumers are indulging in evening shopping more than ever before with 26% making their online purchases after 8.30pm. Perhaps driven by the pressures of hectic schedules and long working hours, more and more people are shopping online and later in the day when they have got home, fed the family and finally have a bit of ‘me’ time. Continue reading Online retailers in the dark about ‘vampire’ shoppers
Next IT Study Shows People Are Increasingly Relationship-Driven with Artificial Intelligence
Next IT, the provider of conversational AI for the Global 5000, announced the findings of a computation and language study conducted by its own Research and Innovation Team. The study, “An Annotated Corpus of Relational Strategies in Customer Service,” is the first to investigate the effect of relational language on Intelligent Virtual Agents (IVAs). Continue reading Next IT Study Shows People Are Increasingly Relationship-Driven with Artificial Intelligence
Optimising the back office is key to maintaining digital transformation, says eg solutions
A new research paper, published by eg solutions, outlines the importance of back office software in managing customer demand in the connected world. The research project, conducted on behalf of eg solutions by Vanson Bourne, surveyed 250 C-level IT business decision-makers in a variety of private and public sector organisations and across a range of key vertical markets. Continue reading Optimising the back office is key to maintaining digital transformation, says eg solutions
Contact centre technology research finds businesses are failing to keep up with customer expectations
New research from NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology, reveals that many UK businesses lack the contact centre capabilities to meet customer expectations. The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centres with technology that could improve the customer experience, help retain existing customers and acquire new business. Continue reading Contact centre technology research finds businesses are failing to keep up with customer expectations
Over a quarter of businesses unsure if they’ll be ready for MiFID II
TeleWare, a leading communication technology business, reveals the extent of industry readiness as the implementation of MiFID II draws closer. With the countdown to January 3rd 2018 well and truly on, only 120 days away, many businesses are still struggling in preparation. Continue reading Over a quarter of businesses unsure if they’ll be ready for MiFID II