Category Archives: Market Research

US brands raise the bar on customer experience, whilst the UK lags further behind

UK brands continue to lag significantly behind their US counterparts on customer experience, according to new research by KPMG Nunwood. The firm’s Customer Experience Excellence Centre (CEEC) revealed that a customer in the US is 15 times more likely to have a great customer experience than a customer in the UK. Continue reading US brands raise the bar on customer experience, whilst the UK lags further behind

inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service

PRESS RELEASE: NICE inContact, a NICE company and the leading provider of cloud contact center software unifying omnichannel routing, workforce optimization and analytics, today announced research identifying the quickest and most preferred methods of issue resolution across 10 different customer service channels. Continue reading inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service

Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020

PRESS RELEASE: Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Continue reading Technology gap revealed as 88% of organisations expect digital customer interactions to overtake voice by 2020

Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds

PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced the findings of an industry-first survey of contact center agents regarding their biggest pain points in providing service when the customer is on the line. The survey revealed that finding the single right answer to customer questions is the biggest barrier to providing good customer service, followed closely by different systems giving different answers. Continue reading Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds