The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). This is the second global survey, executed in April and May 2021 on behalf of Genesys by an independent research firm. It includes insights from 2,629 consumers and 690 CX executives across multiple industries drawn from
The COVID-19 pandemic profoundly changed the ways in which people live, work and interact with friends, colleagues and businesses. In this new global report, Genesys surveyed over 11,000 consumers across the US, Latin America, Europe and Asia-Pacific to understand how the pandemic affected people’s health, happiness, and social and professional interactions — and how businesses
The start of 2022 marks two years since the COVID-19 pandemic began. And now it’s clear: The global pandemic has permanently changed the way we live, work and do business. Customer experience (CX) leaders are prioritising solutions that give organisations the agility needed for swift, sustainable differentiation — no matter what changes the future holds.
Gartner Critical Capabilities: Security Service Edge (SSE) 16 February 2022, John Watts, Charlie Winkless, Aaron McQuaid, Craig Lawson The Gartner document is available upon request from Lookout, Inc. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest
Gartner Magic Quadrant: Security Service Edge (SSE) 2022, John Watts, Charlie Winkless, Aaron McQuaid, Craig Lawson The Gartner document is available upon request from Lookout, Inc. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or
The rapid move to the cloud has provided healthcare organizations the ability to continue services during the global pandemic but has also brought about new attack vectors. Due to the sensitive nature of the data, whether it be patient medical records or intellectual property on new drug development, healthcare organizations are prime targets for ransomware
Vor der Einführung hybrider Arbeitsmodelle, die es Mitarbeiter: innen ermöglichen, von zu Hause aus zu arbeiten, sah der Callcenter-Alltag in etwa so aus: ein geschäftiges Großraumbüro, Agent:innen mit Headsets an Schreibtischen – ausgestattet mit Tischtelefonen und Monitoren – und Vorgesetzte, die unermüdlich ihre Runden drehen. Eingehende Anrufe erreichen verfügbare Agenten, die eiligst in mehreren Bildschirmmasken
Automation gets rid of complexity, improves the customer experience, and helps your people do what they do best. Aided by automation, middle- and back-office employees can easily collaborate with support staff to resolve issues faster. Service agents are freed from mundane and repetitive tasks so they can focus on solving complex problems. And the entire
For the fourth edition of our “State of Sales” report, Salesforce Research surveyed nearly 6,000 sales professionals worldwide to discover: How inside and outside reps are adjusting to new expectations from leaders and customers The evolving responsibilities and elevated importance of sales operations New growth strategies and tactics that sales leaders are adopting amid a
A New IDC survey reveals how contact centres in Europe can optimise both employee and Customer Experiences. International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions