LivePerson, the leading provider of cloud mobile and online business messaging solutions, has released the first of a two-part research report assessing digital habits and preferences among Gen Z and Millennials across the globe. Continue reading Gen Z and Millennials now more likely to communicate with each other digitally than in person
Category Archives: Market Research
Conduent Report: Half of Consumers are 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 are Dissatisfied with Their Technology Suppliers
UK customer experience worsening as social media performance slumps
UK brands are struggling to cope with a rising volume of queries and growing consumer expectations, according to the Eptica Multichannel Customer Conversation Study, which was released today. The 100 UK companies surveyed could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. Continue reading UK customer experience worsening as social media performance slumps
A quarter of UK consumers eye up potential GDPR compensation pay-outs
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
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500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data collection and fraud prevention.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