Self-Service Technology is Improving: COPC Inc. and Execs In The Know

Considerably less surprising, COPC Inc. and Execs In the Know found the strongest driver of customer satisfaction with service experiences is issue resolution. Other unsurprising results: people grow less satisfied as it takes more contacts to resolve an issue, and human-assisted interactions have a higher resolution rate than unassisted interactions. The good news: self-service methods are getting better at resolution and satisfaction with self-service has increased from 40% in 2018 to 60% in 2020.

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Consumers increasingly concerned about data sharing during pandemic

October 27, 2020

Two new CISCO reports reveal global concern about remote work security CISCO’s surveys the Future of Secure Remote Work Report of 3,000 IT executives and second annual Consumer Privacy Survey of 2,600 consumers, highlight challenges of remote work during the pandemic. The first reports 85% of companies say cybersecurity is extremely important; the second found 60% of users are concerned about the privacy of remote connection tools.

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Bombora Offers B2B Ad Targeting and Personalization Based on Content Consumption

June 2, 2023

Bombora has launched Visitor Insights, a consent-based website tag that tracks the topics a device has consumed.   It infers intent, job function, management level, and other information that B2B publishers can use for ad targeting and personalization.  This Bombora report shows intent trends by industry: for example, media and advertising users show 70% more interest in Customer Data Platforms than they did last year.

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