German Banks Invest in Modern Branches to Counter Digitalization
Despite Germany seeing a decline in bank branches, institutions like Deutsche Bank are investing in modern branch concepts emphasizing personal consultations to build trust and offer expert advice, recognizing that human interaction is crucial for complex financial decisions.
German Banks Invest in Modern Branches to Counter Digitalization
Despite Germany seeing a decline in bank branches, institutions like Deutsche Bank are investing in modern branch concepts emphasizing personal consultations to build trust and offer expert advice, recognizing that human interaction is crucial for complex financial decisions.
Progress
44% Bias Score
AI Agents Transform B2B Sales and Marketing
B2B organizations are rapidly adopting AI-powered assistants to automate tasks, personalize customer interactions, and improve sales and marketing efficiency; 83% of automation decision-makers plan to increase AI agent investment in the next year, according to Forrester's 2024 Automation Survey.
AI Agents Transform B2B Sales and Marketing
B2B organizations are rapidly adopting AI-powered assistants to automate tasks, personalize customer interactions, and improve sales and marketing efficiency; 83% of automation decision-makers plan to increase AI agent investment in the next year, according to Forrester's 2024 Automation Survey.
Progress
40% Bias Score
Waterstones' Profit Doubles Amidst Print Book Resurgence
Waterstones, the UK's largest bookstore, doubled its profits to £20.9 million in 2023, driven by a return to print book sales, a community-focused strategy, and the resurgence of commuter readership, defying predictions of the physical bookstore's decline.
Waterstones' Profit Doubles Amidst Print Book Resurgence
Waterstones, the UK's largest bookstore, doubled its profits to £20.9 million in 2023, driven by a return to print book sales, a community-focused strategy, and the resurgence of commuter readership, defying predictions of the physical bookstore's decline.
Progress
40% Bias Score
Poor CX Could Cost Businesses $3.8 Trillion in Lost Sales
Qualtrics' 2025 Consumer Trends Report reveals that poor customer experience (CX) could cost businesses $3.8 trillion in lost sales; service delivery, communication, and employee interactions are major pain points outweighing price concerns; customers give businesses an average of 2.2 chances before...
Poor CX Could Cost Businesses $3.8 Trillion in Lost Sales
Qualtrics' 2025 Consumer Trends Report reveals that poor customer experience (CX) could cost businesses $3.8 trillion in lost sales; service delivery, communication, and employee interactions are major pain points outweighing price concerns; customers give businesses an average of 2.2 chances before...
Progress
40% Bias Score
\"Customer Service Expectations Surge in 2025: Zero Tolerance for Mediocrity\"\
\"In 2025, customers will only tolerate 2.2 bad experiences before switching companies; 23% will leave even if satisfied, emphasizing the rising demand for exceptional customer service.\
\"Customer Service Expectations Surge in 2025: Zero Tolerance for Mediocrity\"\
\"In 2025, customers will only tolerate 2.2 bad experiences before switching companies; 23% will leave even if satisfied, emphasizing the rising demand for exceptional customer service.\
Progress
52% Bias Score
Crescendo's Augmented AI Revolutionizes Customer Service
Crescendo, valued at $500 million, uses "Augmented AI" combining AI and human agents to automate most customer service tasks, reducing costs by 15% while improving efficiency and customer satisfaction; its recent acquisition of PartnerHero reinforces its human-centric approach.
Crescendo's Augmented AI Revolutionizes Customer Service
Crescendo, valued at $500 million, uses "Augmented AI" combining AI and human agents to automate most customer service tasks, reducing costs by 15% while improving efficiency and customer satisfaction; its recent acquisition of PartnerHero reinforces its human-centric approach.
Progress
40% Bias Score
Strategic Partnerships Drive Customer Retention and Revenue Growth
Strategic partnerships significantly boost customer retention by improving customer experience via technology, expanding service offerings, and directly collaborating on retention efforts, impacting revenue and customer lifetime value.
Strategic Partnerships Drive Customer Retention and Revenue Growth
Strategic partnerships significantly boost customer retention by improving customer experience via technology, expanding service offerings, and directly collaborating on retention efforts, impacting revenue and customer lifetime value.
Progress
28% Bias Score
Insurance Companies Prioritize Customer Engagement, Boosting Shareholder Returns
Major insurers are dramatically improving customer engagement, evidenced by programs like John Hancock Vitality (89% of buyers prefer it) and Aflac's dedicated cancer claim support, driven by research showing customer experience leaders significantly outperform competitors in shareholder returns (Mc...
Insurance Companies Prioritize Customer Engagement, Boosting Shareholder Returns
Major insurers are dramatically improving customer engagement, evidenced by programs like John Hancock Vitality (89% of buyers prefer it) and Aflac's dedicated cancer claim support, driven by research showing customer experience leaders significantly outperform competitors in shareholder returns (Mc...
Progress
40% Bias Score
Luxury Brands: Diverging Fortunes Amidst Economic Headwinds
Accenture research shows that while 42% of publicly listed luxury companies saw a 0.4% revenue decline in the first half of 2024, some brands thrived by combining brand desirability with operational excellence, leveraging technology and focusing on employee empowerment.
Luxury Brands: Diverging Fortunes Amidst Economic Headwinds
Accenture research shows that while 42% of publicly listed luxury companies saw a 0.4% revenue decline in the first half of 2024, some brands thrived by combining brand desirability with operational excellence, leveraging technology and focusing on employee empowerment.
Progress
44% Bias Score
Declining Brand Trust Drives Rise of Influencer Marketing
Consumer trust in brands has fallen to its lowest level since 2016, especially among younger consumers; however, influencers are playing an increasingly important role in driving sales, with influencers converting shoppers 10 times more than social media overall during Cyber Week.
Declining Brand Trust Drives Rise of Influencer Marketing
Consumer trust in brands has fallen to its lowest level since 2016, especially among younger consumers; however, influencers are playing an increasingly important role in driving sales, with influencers converting shoppers 10 times more than social media overall during Cyber Week.
Progress
40% Bias Score
Hyper-Personalization: Challenges and Opportunities in Customer Experience
Businesses are prioritizing hyper-personalization, focusing on empathetic experiences and enjoyable interactions, but face challenges in integrating customer data, mitigating privacy concerns, and avoiding the labeling paradox; AI plays a crucial role, though careful planning is required for success...
Hyper-Personalization: Challenges and Opportunities in Customer Experience
Businesses are prioritizing hyper-personalization, focusing on empathetic experiences and enjoyable interactions, but face challenges in integrating customer data, mitigating privacy concerns, and avoiding the labeling paradox; AI plays a crucial role, though careful planning is required for success...
Progress
40% Bias Score
Five Predictions for Customer Service and CX in 2025
Five key predictions for customer service and CX in 2025 and beyond include increasingly discerning customers, wider AI adoption beyond customer-facing roles, customer service as an organization-wide philosophy, a growing focus on customer convenience, and impending government regulation of AI in cu...
Five Predictions for Customer Service and CX in 2025
Five key predictions for customer service and CX in 2025 and beyond include increasingly discerning customers, wider AI adoption beyond customer-facing roles, customer service as an organization-wide philosophy, a growing focus on customer convenience, and impending government regulation of AI in cu...
Progress
40% Bias Score