In the news – w/c 23rd July
We explore the top stories from the customer service industry this week, from the businesses named top for customer service, to the boom in the customer engagement solutions market.
Are companies well equipped to face the upcoming wave customer experience excellence?
Forbes Magazine reports that companies across different sectors lose around $62 billion due to poor customer experience.
You would expect that the figure indicates that customer is getting worse, although the article includes research by Ipsos, which suggests that in fact it’s getting better. An increase in digitization and wider adoption of new, faster technologies mean that customer expectations are now a lot higher. Read the full story here.
Customer engagement solutions market expected to boom
The customer engagement solutions global market is expected to be worth $23.19 billion by the end of 2023, a new report has found.
The study, which was conducted by analysts Markets and Research, has found that wider use of e-commerce and omni-channel platforms, alongside an increase in the adoption of customer engagement solutions that reduce customer churn rate, will fuel global growth. Read full story here.
Retailers provide the best customer service, recent research reveals
Retail giant Amazon has claimed the accolade of best brand for customer service in the UK, according to an annual customer experience report from service design consultancy, Engine.
The company was named the best brand for customer service for the second year in a row, ranking ahead of department store John Lewis, Lloyds Bank, Tesco and Marks and Spencer.
The research also explored consumers’ attitudes towards customer service, finding that nearly two thirds (62 per cent) think that businesses should provide simpler, flexible and more affordable options for consumers. Read the full story here.
Author: Editorial team Future. Customer