Artificial intelligence (AI) capabilities appear to be in higher demand because of the pandemic, with a report [download page] from Bluewolf (an IBM Company) finding that about two-thirds (65%) of marketers using Salesforce cite increased demand for AI capabilities...
Customer Service & Experience Articles
Additional categories: Analytics, Automated & MarTech | Brand-Related | Business of Marketing | Customer Experience | Customer Service | Customer Service & Experience | Customer-Centric | Data-driven | Internal Collaboration | Marketing Budgets | Privacy & Security | Regulatory | Staffing
How Does Customer Experience Affect Loyalty Behaviors?
Just 1 in 8 customers would recommend a company after they experienced very poor customer experience according to recent data [download page] from XM institute. Here’s a look at what else the report uncovered on the ROI of customer experience when it comes to consumer...
The Majority of Smartphone Owners are Open to Chatbots, but Some Remain Unsure
A majority (55%) of smartphone owners around the world are open to some form of chatbot communication with businesses, though the largest share would still prefer to make a phone call, according to a recent report [download page] from Mobile Ecosystem Forum (MEF)....
Nearly Half of Consumers Would Change Their Purchase Behavior as a Form of Feedback
More than 8 in 10 (85%) consumers share their opinion with brands by taking surveys, making this the most popular method of giving feedback. A recent report [download page] from DISQO shares this and other insights into how and why consumers choose to make their voice...
Amazon Dominates in Service Quality Perception, but Isn’t Always the First Choice for Shopping
Amazon leads the way among online retail channels in consumers’ views of delivery speed, delivery price, product reviews and more, but it falls behind as a shopping destination in some sectors, according to a recent report [download page] from Wunderman Thompson...
3 Quick Points About Consumer Attitudes to AI
Marketers and advertisers have been exploring how artificial intelligence (AI) can streamline and improve processes such as collecting and analyzing customer data and creating and placing advertisements. But how is the use of AI affecting consumers? A recent survey of...
How Are Retail Marketers Tracking Shifting Customer Behavior?
Only 5% of retail marketers are satisfied with the level of depth and granularity of the customer insight and understanding available across their organization, while 57% say they are only satisfied sometimes and that the depth, quality and consistency of data can be...
Strength in Customer Journey Mapping A Distinguishing Factor for B2B CX Leaders
A little more than half (52%) of large B2B organizations in North America and Europe report that delivering excellent customer experience is one of the top business challenges they are currently facing. And, according to a new B2B International study reported by...
Deals and Discount Offers Influence Consumers’ Dining Choices
Americans spend more on food out of the home than in it - and deals and discounts could spur that trend even further. Indeed, more than three-quarters (77%) of Americans say that a deal or discount would make them more likely to dine out instead of eating at home. And...
Consumers Find It Harder to Trust Companies – But Are They Being Hypocritical?
More than two-thirds (67%) of adults from across the globe say they have higher expectations for brands than they did in the past, with 7 in 10 US consumers (71%) saying that poor customer service frustrates them more than it used to. These higher expectations go...
Which Industries Are Suffering Most from Poor CX?
The growing emphasis that companies put on optimizing customer experiences may be paying off for many industries, with only 7% of customers across 20 industries reporting they had a bad customer experience with a company in the previous six months. Nonetheless, those...
In What Areas Do Digital Commerce Leaders Think They Can Beat Amazon?
Nearly 3 in 5 (57%) digital commerce senior decision-makers see Amazon as a barrier to the growth of their organization’s, with 56% saying they believe that the industry would be better off without the e-commerce giant. Yet although one-third (34%) of digital commerce...

A Slight Majority of CX Leaders Think Customers’ Preference for Digital Channels Will Persist Post-Pandemic
Improving customer satisfaction is the most-cited high priority for CX leaders.

Here’s How Marketing Budgets Are Being Divvied Up Across Online and Offline Channels
The largest share of online budgets is being spent on paid social, while events get the biggest piece of the offline pie.

What’s The Most Over-Used Buzzword in Advertising?
It’s not “cookieless” – although if you guessed that you’d have quite a lot of company.

How Are Retail Marketers Tracking Shifting Customer Behavior?
Only 5% of retail marketers are satisfied with the level of depth and granularity of the customer insight and...

Strength in Customer Journey Mapping A Distinguishing Factor for B2B CX Leaders
A little more than half (52%) of large B2B organizations in North America and Europe report that delivering excellent...

Deals and Discount Offers Influence Consumers’ Dining Choices
Americans spend more on food out of the home than in it - and deals and discounts could spur that trend even further....