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 Dissatisfied With Their Technology Suppliers
Category Archives: Market Research
Study Commissioned by Celebrus Advances Strategies for Cross-Channel Business Success
Celebrus, the leading provider of real-time enterprise Customer Data Platform (CDP) technology, has revealed the findings of its research into cross-channel customer tracking in the US and Europe. The October 2017-commissioned study, conducted by Forrester Consulting on behalf of Celebrus, identifies that despite 90% of surveyed firms saying that tracking customers is good for business, almost two-thirds are struggling to recognise customers across their digital touchpoints. Continue reading Study Commissioned by Celebrus Advances Strategies for Cross-Channel Business Success
Almost 1 in 7 companies still without a plan for GDPR
The GDPR will come into force in a little over 7 months, but with the deadline looming there remains concern with 15% of businesses still not having a plan in place, according to the latest research from the DMA. The majority of marketers surveyed believe their organisations are on track (56%) or ahead (4%) in their plans to be compliant by May 2018, with a further 17% falling behind their current plans – up from 11% in May 2017. Continue reading Almost 1 in 7 companies still without a plan for GDPR
Artificial Intelligence is Fueling the Customer Experience Strategies of the World’s Top Brands Today
A global survey of more than 550 senior executives across 30 countries and territories reports that 91 percent of “iconic” companies — those that maintain both the highest levels of customer experience (CX) satisfaction and have world-leading brand recognition — deploy Artificial Intelligence (AI) solutions to increase customer satisfaction, compared to 42 percent of companies in their fields overall. Continue reading Artificial Intelligence is Fueling the Customer Experience Strategies of the World’s Top Brands Today
STARTEK Survey Confirms Chatbots, AI Not the End of Call Centre Human Interactions
The trend to solely employ digital or automated tools may backfire as consumers are drawn to companies who offer customer service representatives – particularly when resolving a product or service dispute, according to a new survey sponsored by STARTEK, the Colorado-based business process services firm. [Download the survey report] Continue reading STARTEK Survey Confirms Chatbots, AI Not the End of Call Centre Human Interactions
IMImobile Consumer Interaction Research finds that 68% of consumers prefer customer service over digital messaging channels
Today, cloud communications software and solutions specialist IMImobile announces findings of its latest ‘Consumer Research Report’, looking at customer service experiences and expectations of 1,000 UK consumers. Continue reading IMImobile Consumer Interaction Research finds that 68% of consumers prefer customer service over digital messaging channels