Tag: analytics
Frustration grows as 43% of customers can’t find answers in self-service
According to a recent Gartner survey, although many companies have invested in these capabilities, only 14% of customer service and support issues are fully resolved through self-service. The report revealed that even for “very simple” problems, only 36% of customers...
Only 33% of employees feel EVP promises are delivered, so what’s holding companies back?
A recent Gartner survey revealed that only 33% of employees say their organization delivers on the promises made in its employee value proposition (EVP). The research highlights a growing disconnect between companies’ efforts to enhance EVP and employee perceptions. “Organizations are...
Retailers prepare for early Halloween demand as spending hits $11.6 billion
Halloween shopping starts even earlier this year, with 47% of US consumers making purchases before October, according to the National Retail Federation’s (NRF) annual survey. The survey shows a 37% increase in early shoppers compared to five years ago. Overall, Halloween...
Over 50% of employees urge companies to respect work-life boundaries amid growing stress
A recent report by Protime revealed that 67% of employees feel unable to disconnect from work fully, emphasising the blurred boundaries between personal and professional life. Even though 93% of employees highlight the importance of a healthy work-life balance for their well-being,...
Nearly one-third of global users fall victim to digital fraud
The latest report by Telesign has revealed that nearly one in three people globally have fallen victim to digital fraud, with most incidents occurring within the past six months. Data breaches are the main factor, with almost half of all...
TikTok news consumption surges among young adults
According to a recent Pew Research Center report, there has been a surge in the number of adult Americans getting news from TikTok, with 17% of them now turning to the platform, compared to just 3% in 2020. The respondents come...
Pumpkin spice, social media, and early autumn flavours: what shoppers want this season
According to a recent Algolia report, 67% of US customers adapt their recipes and grocery shopping lists to accommodate the changing seasons. This number goes up to 77% for parents, emphasising the family-oriented aspect of fall festivities. One of the main...
Gen Z speaks out: meet us on WhatsApp or risk losing our loyalty
A recent survey by CommBox shows that Gen Z (16-24-year-olds) prefer to interact with companies using native channels such as WhatsApp and Instagram. This is a critical opportunity for shops looking to engage younger consumers since Generation Z is vocal...
AI is reshaping customer experience for faster, personalised service
According to a recent survey by TaskUs, over 75% of businesses are implementing or planning to leverage generative AI (Gen AI) to transform customer service and operations. This move aims to streamline CX by boosting agent-assist capabilities, enhancing content development,...
Consumers start holiday shopping early amid concerns over in-store prices
According to a new Gartner survey, 32% of customers plan to start their holiday shopping before November of this year. The study reveals changing shopping habits, with only 14% of U.S. consumers planning to spend more than the previous year....