With credit playing such an important role in our daily lives the number of businesses lending to the public is increasing. Once the playground solely of traditional financial institutions, lending is now seen as a significant contributor to the bottom line for a variety of different types of company. In an increasingly crowded and competitive market, how can lenders stand out from the crowd and secure customers? Leading global customer experience expert, Webhelp, conducted a survey of 500 UK adults to discover which factors influenced their choice of lender. Continue reading Customer Experience is a Major Factor in Choice of Credit Provider
Category Archives: Market Research
Promise of value drives business to solve AI puzzle, SAS reveals
With the trend towards AI advancing, there is a sense of confusion surrounding business leaders about how it is being used and how to take advantage of its potential. Independent research from SAS, the leader in analytics, has revealed that while nearly two-thirds (65 per cent) are convinced AI can generate value for their business, nearly half (46 per cent) are being held back by concerns around AI still being in its infancy. Continue reading Promise of value drives business to solve AI puzzle, SAS reveals
Forrester Releases France, UK & Germany 2017 Customer Experience Index Results
Customer experience rankings differentiated regionally in Europe, according to Forrester’s 2017 Customer Experience Index (CX Index™). The new data released today reveals that while CX quality remained poor in France and worsened in the UK, it slightly improved in Germany. Continue reading Forrester Releases France, UK & Germany 2017 Customer Experience Index Results
Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience
While customer experience continues to be the top priority for businesses, a new report announced, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. A full 60 percent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. Continue reading Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience
New research points to a potential leadership crisis within the contact centre industry
Kura and Inisoft commissioned ContactBabel, a leading contact centre analyst firm, to survey over 100 senior decision makers and understand the state of the industry from a leader’s perspective. Continue reading New research points to a potential leadership crisis within the contact centre industry
79% Consumers Want to able to Contact Businesses Online
Over three-quarters (79%) of consumers believe businesses should provide a way for customers to engage with them online, according to a new survey by Enghouse Interactive. When the same question was asked in 2014, only 29% of those polled said this was important, demonstrating how attitudes have changed over the past three years. Continue reading 79% Consumers Want to able to Contact Businesses Online