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New research : How to leverage next-gen CCM

New research : How to leverage next-gen CCM

by on April 10, 2019

Complimentary Gartner Research: Adapt Customer Communications to the Demands of the Digital Customer Experience

According to Gartner, “The demands of digital business are driving organizations to look beyond traditional Customer Communications Management (CCM).”

Access a copy of the research here >>>>

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New survey identifies AI & machine learning skills as most important area organisations must address

New survey identifies AI & machine learning skills as most important area organisations must address

by on March 24, 2019

Artificial Intelligence (AI) & machine learning has been identified as the most important areas organisations must develop staff skills in, reveals a new survey by the Institute of Direct and Digital Marketing (IDM).

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Marketers need to look beyond loyalty points and freebies, reveals DMA research

Marketers need to look beyond loyalty points and freebies, reveals DMA research

by on March 21, 2019

Marketers are under-valuing a number of loyalty tactics, as highlighted by the DMA’s latest research infographic.

According to the ‘Customer Engagement 2019 – Marketers’ view’ survey, which asked consumers and marketers for their opinions on the most effective loyalty/rewards programme tactics, there are a number of contrasting views.

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Consumers receive fewer emails post-GDPR, reveals latest DMA research

Consumers receive fewer emails post-GDPR, reveals latest DMA research

by on February 27, 2019

Discounts, loyalty and familiarity among key reasons why consumers sign up to email campaigns – excessive contact and irrelevance main drivers for unsubscribes

Consumers believe they received less emails than ever before in 2018, estimating this at around 57 emails per week to their personal inboxes, down from 73 in 2017.

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Latest Research : Half of brands are missing out on the benefits of loyalty programmes

Latest Research : Half of brands are missing out on the benefits of loyalty programmes

by on February 11, 2019

Latest research from the DMA and Pure360 reveals the loyalty disconnect between consumers and marketers.

I am pleased to announce that this is the first in a series of articles from the team at the DMA [Editor]

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Market research companies in Europe

Market research companies in Europe

by on January 14, 2019

When it comes down to market research, choosing the right company for the job can become tricky, to say the least.

For starters, market research and its effectiveness depend on a variety of different criteria.

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Consumer Research : UK housebuilders failing to communicate

Consumer Research : UK housebuilders failing to communicate

by on January 10, 2019

Advertising agency d.fferent launched the results of its latest consumer research to reveal that a shocking 92% of retirees and 81% of empty nesters feel misunderstood by housebuilders.

Astonishingly almost half of empty nesters and pensioners (43% and 48% respectively) state that they see no communications at all. [Strong, very useful research ..editor ]

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New research : Which city in the UK is best to start a new business?

New research : Which city in the UK is best to start a new business?

by on January 8, 2019

Leicester has topped the rankings for best city in the UK to start a new business if you’re a millennial, according to new research from online business print providers, instantprint.

The new ranking analysed the cost of living in the 20 biggest UK cities, along with average age, number of start-ups per 1,000 people, office prices, train reliability, recycling rates, superfast broadband availability, and the average price of a cup of coffee to produce the top ten.

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Young football fans shunning TV in favour of online for footy info

Young football fans shunning TV in favour of online for footy info

by on December 21, 2018

On what is traditionally the biggest day for football TV viewing figures, younger generations of fans this Boxing Day will turn to online instead of TV to get their fix of footy info, research by Statista finds.

88% of 18–24-year-old football fans will go online this Boxing Day to check scores and read match reports, while only 63% will turn on the TV, 25% will read news in print, 18% will get their info from the radio and 40% will get information from other sources.

Statista’s European Football Benchmark report

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New research reveals 75 percent of customers still favour live agent support for customer service vs 25 percent self-service and chatbots

New research reveals 75 percent of customers still favour live agent support for customer service vs 25 percent self-service and chatbots

by on December 7, 2018

New research from NewVoiceMedia, a Vonage Company (NYSE:VG) and leading global provider of cloud contact centre and inside sales solutions, reveals that three-quarters of consumers prefer to have their customer service inquiries handled by a live agent over self-service options or a chat bot.

Chat bots can provide customers with quick answers to frequently asked questions or issues, and the survey notes the benefit of chat bots for certain interactions, such as 24/7 service.

When it comes to handling sensitive financial and personal information, however, most customers are more comfortable with a live agent, and just 13 percent say they’d be happy if all service interactions are replaced by bots in the future.

For further information, download the research whitepaper at www.newvoicemedia.com

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