Tag: Customer data

What does Talkdesk’s 2021 global contact centre report have to teach us about benchmarking? 

Talkdesk released a report about their KPI and benchmarks in 2021. The information looks at the performance metrics of five contact centres with a sample size of 2 200+ customers from North America, Oceania, South America, Europe, Africa and Asia....

Digital marketers should take a bigger role in ethical oversight of AI

The Gartner Cross-Functional Customer Data Survey responses reveal the complexities that digital marketing leaders face with the collection and customer data management. Although their organisations embrace customer data governance and ethics, many worry their approach creates risk for their organisations. In...

Overview: Chattermill’s customer support trends for 2022

Chattermill took to the business streets by surveying 339 global customer-focused leaders during September and October of 2021. To gather data about the view on the current CX (customer experience) industry and how it impacts businesses.  The research focused on key...

The role of advertising and keeping kids safe on YouTube

The draft of the Government’s Online Safety Bill already receiving criticism for not being robust enough to keep children safe from illegal or harmful content. Coupled with the huge increase in internet and social media use among children, it is...

Gartner’s research: only 14% of organizations achieved a 360-degree view of their customer

Only 14% of organizations have achieved a 360-degree view of the customer, according to Gartner’s latest research. However, 82% of respondents said they still aspire to attain this goal in a Gartner survey of 402 marketing, IT and other enterprise...

PCI Pal combined two surveys to explore the future of customer service

Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal®, the global cloud provider of secure payment solutions for business communications has found that 61% of consumers overall (81% in the UK and...

Deloitte’s predictions 2022: annual global marketing trends report

Following a year and a half of upheaval across the business landscape, the future of marketing and customer experience holds a lot of unknowns. To gain a better understanding of how brands can thrive in an increasingly complex world, Deloitte...

Gartner’s new research: 75% of customers will call customer support due to loneliness

After almost two years of isolation due to lockdown, many of us ended up being burned out, anxious, or lonely. Empathy, human connection, and quality relationships are righteously the buzzwords in the modern business world. The time has come to...

Is TikTok the next big thing in 2022 social media marketing?

What social media trends should companies have on their radar as they move into the new year? Which platforms should marketers use to stay competitive and relevant?Hubspot, a leading customer relationship management platform, in collaboration with Talkwalker, published the Social...

4 steps to better manage your customer data

Poor data quality can have a negative impact on your business. It can make reporting time-consuming and inaccurate, skew decision making, and make the integration of new business systems and software more challenging, to name just a few unwanted side...