Helen Dewdney

MAY 18, 2023

Ofcom report shows longer customer wait times Ofcom has today (18 May 2023) released the results of its latest annual customer satisfaction survey for telecoms providers One in five broadband customers (20%), and around one in ten (12%) mobile customers, said they had a reason to complain about their service or provider in 2022.

Wait Times 47

Wait Times Consumers Customers Customer Satisfaction 47

Blake Morgan

JULY 29, 2023

As the markets and consumers change, brands can’t simply stick with what they’ve done in the past. A survey by TELUS International found that 72% of leaders are spending more on digital CX in 2023 than 2022, with 68% increasing their digital budgets by up to 25%. And those investments will likely be different than past spending.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

West Monroe

OCTOBER 19, 2023

But by 2030, they expect digital operations to deliver tangible benefits in the form of speed and flexibility, customer satisfaction, and financial returns. In research for the Manufacturing in 2030 Project , 91% of organizations said they expect to increase spending on technology—29% expect increases to be “significant.

ROI 52

ROI Technology Strategy Return on Investment 52

Integrate.ai

DECEMBER 16, 2019

trillion of business value by 2030 —but there’s a lot of work to be done first and adopting AI in a way that preserves customer privacy is critical if this new technology is to deliver on its promise. A recent Forrester survey found that 45% of executives have issues trusting AI systems. That’s why trust is so important.

Telecommunications 75

Telecommunications Industry Government Touchpoint 75

Verint

APRIL 11, 2018

Additional results from our large-scale study of more than 36,000 consumers across 18 countries highlight the importance of transparency and trust. While more than two-thirds of consumers (68%) like their customer experiences to be tailored to their interests, organizations can run the risk of over-personalizing and alienating them.

Consumers 23

Consumers Study Banking Customer Engagement 23

West Monroe

DECEMBER 20, 2022

Under mounting pressure to respond to investors, consumers, regulators, and employees alike, manufacturers have elevated sustainability to a board/C-suite level issue. Sustainability and Net Zero survey said they believe the industry has a special responsibility to society to become more sustainable. All Rights Reserved.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

Under mounting pressure to respond to investors, consumers, regulators, and employees alike, manufacturers have elevated sustainability to a board/C-suite level issue. Sustainability and Net Zero survey said they believe the industry has a special responsibility to society to become more sustainable. All Rights Reserved.

Metrics 52

Metrics Roadmap Leadership Analytics 52

SurveySensum

JULY 24, 2023

According to Statistia’s survey on Retail Technology , in 2021, the global market value of self-service systems was over 4 billion USD, and it is expected to hit 13-14 billion USD by 2030. And here’s the cool part: for retailers with complex products or services, self-service kiosks come to the rescue!

Retail 52

Retail Trends Self Service Customer Experience 52

Verint

MARCH 28, 2018

But it’s not just brands that have harnessed advances in technology—consumers have too. Whether choosing to shop online rather than in-store or engaging with a chatbot, consumers now expect to be able to interact with brands digitally. The rise of the ethical consumer.

Chatbots 29

Chatbots Social Media Innovation Customer Retention 29

Eptica

JULY 19, 2017

Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. Published on: July 19, 2017.

Self Service 54

Self Service Customer Service Insurance Culture 54

West Monroe

APRIL 4, 2023

In the Manufacturing Leadership Council’s recent research, Manufacturing in 2030 Survey: A Lens on the Future , 84% of respondents said they expect the pace of digital transformation to accelerate. Few consumers (outside of a small number of processors) go to the fields to buy raw wheat. All Rights Reserved.

Data 52

Data Measurement Leadership Analytics 52

Magellan Solutions

SEPTEMBER 9, 2022

Over 70% of leaders in finance and accounting, advisory and tax services, think that Artificial Intelligence (AI) will affect data-driven insights, according to the EY 2020 Global Tax and Transformation survey. Accountants don’t need to spend as much time on tedious, repetitive, and ultimately straightforward, but time-consuming tasks.

Financial 75

Financial Software System Report 75

West Monroe

JANUARY 25, 2022

Our survey echoes this optimism: In the next three years, 70% of respondents from the manufacturing sector expect to grow organically, 51% intend to introduce new products or services, 42% plan to enter new sub-segments or markets, and 40% expect to grow through acquisition. Senior Manager, Consumer & Industrial Products.

Competitive Advantage 52

Competitive Advantage Leadership Technology Resources 52

SurveySparrow

DECEMBER 11, 2020

A survey by GlobalWebIndex stated that 77% of the respondents said they want to see advertisements to know how brands are providing value in the time of a slowdown. We can give multiple reasons why you should go online to advertise your brand: In this uncertain situation, online advertising platforms will give you real-time consumer data.

Advertising 52

Advertising Strategy Chatbots Social Media 52

SurveySparrow

JANUARY 5, 2021

Here’s an employee engagement survey to boost employee pulse. . To create similar employee satisfaction or employee engagement surveys, you can create a free account on SurveySparrow. You can’t measure returns on employee experience with NPS or surveys. Employee Pulse Survey. Employee NPS or eNPS.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Verint

APRIL 3, 2018

Defining the Human Age: A Reflection on Customer Service in 2030. April 12 Webinar with Professor James Woodhuysen. This online event will explore the ways combined cross-channel data can uncover hidden and meaningful insights.

Self Service 34

Self Service Analytics Customer Engagement Trends 34

C Space

OCTOBER 2, 2020

The company predicts that the change in consumer demand brought about by life under quarantine will create a new list of hot holiday products, which include home fitness, beauty, and toys and games. Nearly half of Americans surveyed said they support brands making donations to political organisations.

Brands 40

Brands Apparel Retail Fashion 40

West Monroe

FEBRUARY 28, 2023

One survey of 10 gas companies found programs reducing annual energy use by nearly 160 million therms at attractive cost-effectiveness levels. This market is expected to grow quickly, with market potential as high as 100 billion therms of the fuel by 2030.

Measurement 52

Measurement Company Policies Transportation 52

West Monroe

JANUARY 25, 2022

Even before the advent of remote lifestyles in March 2020, the consumer appetite for better digital processes, services and analytics was driving the transformation of bank customer experiences, products, and services. Consumers still want an omnichannel experience. In the U.S., around open banking.

Banking 52

Banking Financial Trends Multi-Channel 52

Magellan Solutions

JULY 29, 2021

The Asian Development Bank predicts that by 2030 AI and similar technologies could displace 286,000 workers or almost a quarter of the people in the telemarketing call center Philippines. First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. Consumers prefer self-service tools to aided support. •

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Grade.us

AUGUST 11, 2020

percent of consumers searching for reviews on Google first. Zillow also has more than 2 million consumer-submitted real estate agent and mortgage lender reviews on its platform. A survey from SoftwareAdvice.com found 83 percent of prospective clients use review platforms as an initial first step to evaluate a pool of attorneys.

Travel 52

Travel Customers Video Policies 52

SurveySensum

JULY 20, 2023

If the store had sent me a survey right after my visit, inquiring about my shopping experience, I would have gladly highlighted the QR scan issue. They implemented surveys through SurveySensum, gathering valuable feedback on transactions and delivery. H&M would literally lose some business. But how could they know? The observation?

Retail 52

Retail Feedback How To Self Service 52

Verint

MARCH 22, 2018

Today, we released a large-scale study of more than 36,000 consumers across 18 countries that challenges all of us to think about how we can deliver a customer experience that will truly engage customers from today into 2030 and beyond. 38% of consumers would be happy to verify a payment or their identity using voice recognition.

Customer Engagement 38

Customer Engagement Self Service Engagement Infographics 38

C Space

OCTOBER 13, 2020

The company has revealed that in order to further accelerate its direct-to-consumer strategy, it would be centralizing its media businesses into a single organization that will be responsible for content distribution, ad sales and Disney+. Shares of the company jumped more than 5% following the announcement.

Brands 40

Brands Retail Advertising Policies 40

Oracle

APRIL 22, 2021

According to a Kearney survey , 78% of consumers believe companies could be doing more to help them make decisions that improve environmental outcomes, while 65% expect companies to clearly explain environmental benefits on their product labels or websites. Wildlife preservation efforts.

Company 73

Company Sports Connections Consumers 73

C Space

DECEMBER 6, 2021

Five Consumer Forces Shaping Move. 33% of Londoners surveyed wanted to move to a new home, with a 126% increase in enquiries about rural homes by city dwellers between 2019 and 2020. Consumers WANT to act – but don’t know how. Asian consumers are projected to demand more fresh and healthy options. times per second).

Consumers 59

Consumers Transportation Airlines Travel 59