Tag: US

91% of consumers say customer service is key in choosing healthcare insurance

A recent Talkdesk survey has revealed that 91% of consumers consider the quality of customer service as a crucial factor in their decision to either stay with their current healthcare insurance provider or switch to a new one. “The fact that...

Target to hire 100,000 seasonal workers ahead of holiday shopping rush

With the holiday season approaching, Target has announced plans to hire around 100,000 seasonal employees for positions across its stores and supply chain facilities. In addition to bringing in temporary staff, the company will offer its current employees the opportunity...

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...

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...

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...

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,...

Only 17% of Brits can recognise when they’re using AI

New research has revealed that over 4 in 5 consumers don’t recognise when they’re using AI. This follows recent news that the UK, EU, US, and more have signed the first legal agreement on AI. Sopro’s new study has found...

To AI or not to AI: 92% of customers say NO to AI agents

Intradiem’s latest research highlights a significant disconnect between contact center leaders’ priorities and consumer preferences. According to the findings, 92% of customers prefer interacting with human agents over AI-driven bots in contact centres. While businesses are increasingly focused on the...