UK boards must take more responsibility for customer experience – Research
Customer experience is largely perceived as a strategic issue and one that should be driven at board level, with measurement of CX varying wildly within key industry verticals. That’s according to research conducted by Gobeyond Partners, which surveyed over 450 managers and above across retail and wholesale, financial services and banking, private healthcare, and insurance, finding that 86% of […]
Millennials and Gen Zs ‘driving digital-first customer experience’
The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has detailed how understanding younger generations’ use of and expectations around next-generation solutions like artificial intelligence (AI) and digital channels are fundamental to building exceptional, best-in-class customer experiences. As Millennials and Generation Z become dominant consumer groups, with Generation Z purchasing already reaching an estimated $100 […]
80% of business leaders say Robotic Process Automation improves customer service
NICE has revealed insights from a commissioned study conducted by Forrester Consulting that shows the connection between improved customer service and Robotic Process Automation (RPA). The findings indicated that 80 percent of business leaders surveyed felt RPA is important in making customer service teams more efficient. RPA is not only a key component of a broader digital […]
British businesses battle sophisticated security threats with old tools and misplaced spend
Only a quarter (25%) of business leaders across EMEA are confident in their current cybersecurity practices. That’s according to a study commissioned by VMware in partnership with Forbes Insights, which shows UK businesses are trapped in a routine of spending without adequately assessing the needs of their organisation. Three quarters (78%) of business and IT security leaders believe the cybersecurity solutions […]
Majority of UK workforce lacks basic cyber security training
Seventy-seven per cent of UK workers admit that they have never received any form of training cyber skills training from their employer. That’s according to a study from Centrify and comes during the European Union’s CyberSecMonth, which is designed to raise awareness of cybersecurity threats, promote cybersecurity among citizens and organisations; and provide resources to protect themselves […]
Blended human and digital customer service tops investment focus for retailers
Capabilities that bridge the online/offline customer experience gap prove a key investment focus for UK retailers over the next two years. That’s according to the latest report from iAdvize, which polled 50 senior UK retailers in its ‘Blueprint For The New Digital Store Associate In The Age Of Conversational Commerce’ report. It says that with 40% of UK shoppers […]
Brits ‘divided’ on AI Virtual Assistant security
British consumers are deeply divided in their opinion of using virtual assistants via a smart device, with a lack of trust and security fears being the main issues. That’s according to research from Maintel, in which data protection was cited as a key concern of consumers, with almost half (47%) of them saying that they are unwilling to use […]
Compliance software investments ‘a priority’ for contact centres
91 per cent of contact centre IT staff consider compliance software investments a priority. The research commissioned by enterprise software solutions company, NICE, also found that 97 percent of IT and compliance professionals were concerned about the ability of their organisation to meet today’s compliance requirements. These concerns ranged from the introduction of new regulations […]
Retail failing at social media for customer service
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements. That’s according to the 2019 Eptica Digital Trust Study, which found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance […]
AI key to customer service, but performance overrated
Sixty-three per cent of contact centre leaders agree that chatbots and virtual assistants make it easier for consumers to get their issues resolved. That’s according to findings of the second annual NICE inContact CX Transformation Benchmark, a global research study that gauges the changing attitudes of both industry professionals and consumers. NICE inContact polled contact […]
