Latest news with #McIntosh
Yahoo
2 days ago
- Business
- Yahoo
Gartner Survey Finds 60% of Customer Service Agents Fail to Promote Self-Service
Agents Play a Pivotal Role in Supporting Self-Service Investments STAMFORD, Conn., June 02, 2025--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in January and February 2025 revealed that despite the potential benefits of self-service, when agents do mention self-service in customer interactions, 25% make neutral comments, and 12% make explicitly negative remarks. "Promoting self-service is not just about reducing costs; it's about empowering customers to use the easiest and most efficient solution," said Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practice. "Agents play a crucial role in this process, and their ability to positively endorse self-service options can really matter." Customers who receive self-service promotion from an agent are far more likely to say they will adopt self-service when they encounter future service issues with the company. Agent promotion is associated with a doubling of the number of customers who are likely to adopt self-service next time, highlighting the need for organizations to focus on training agents to effectively communicate the benefits of self-service options to customers. Navigating Generative AI Adoption in Customer Service As leaders continue to invest heavily in GenAI to automate self-service, great phone experiences can actually disincentivize the use of GenAI among customers. While 55% of service leaders are exploring customer-facing GenAI chatbots by 2025, only 35% of customers who last interacted via phone are willing to adopt a GenAI digital assistant. This reluctance stems from the success and comfort customers experience when resolving issues directly through phone interactions. The phone remains the dominant service channel, suggesting that customers may be hesitant to shift to a GenAI digital assistant when their current method is effective. "Service leaders should focus on integrating GenAI solutions that complement existing phone interactions rather than replacing them. By positioning GenAI as an enhancement to the phone experience, organizations can reassure customers that the digital assistant is designed to streamline their journey, offering both self-service solutions and seamless transitions to human agents when needed," said McIntosh. "Meeting customers where they are, while offering innovative solutions, is key to driving adoption and satisfaction." Gartner clients can read more in "2025 Customer Insights: 4 Data Findings to Inform Your CX Strategy" and in the eBook, "4 Customer Insights to Improve the Service Experience." About Gartner for Customer Service & Support Leaders The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders' mission-critical priorities, specifically improving the customer experience while managing costs; designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent. Follow news and update from the Gartner Customer Service & Support Practice on X and LinkedIn using #GartnerCSS. Members of the media can find additional information and insights in the Gartner Customer Service & Support Newsroom. About Gartner Gartner, Inc. (NYSE: IT) delivers actionable, objective insight that drives smarter decisions and stronger performance on an organization's mission-critical priorities. To learn more, visit View source version on Contacts Elizabeth Jordan Error while retrieving data Sign in to access your portfolio Error while retrieving data Error while retrieving data Error while retrieving data Error while retrieving data
Business Wire
2 days ago
- Business
- Business Wire
Gartner Survey Finds 60% of Customer Service Agents Fail to Promote Self-Service
STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in January and February 2025 revealed that despite the potential benefits of self-service, when agents do mention self-service in customer interactions, 25% make neutral comments, and 12% make explicitly negative remarks. 'Promoting self-service is not just about reducing costs; it's about empowering customers to use the easiest and most efficient solution,' said Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practice. 'Agents play a crucial role in this process, and their ability to positively endorse self-service options can really matter.' Customers who receive self-service promotion from an agent are far more likely to say they will adopt self-service when they encounter future service issues with the company. Agent promotion is associated with a doubling of the number of customers who are likely to adopt self-service next time, highlighting the need for organizations to focus on training agents to effectively communicate the benefits of self-service options to customers. Navigating Generative AI Adoption in Customer Service As leaders continue to invest heavily in GenAI to automate self-service, great phone experiences can actually disincentivize the use of GenAI among customers. While 55% of service leaders are exploring customer-facing GenAI chatbots by 2025, only 35% of customers who last interacted via phone are willing to adopt a GenAI digital assistant. This reluctance stems from the success and comfort customers experience when resolving issues directly through phone interactions. The phone remains the dominant service channel, suggesting that customers may be hesitant to shift to a GenAI digital assistant when their current method is effective. 'Service leaders should focus on integrating GenAI solutions that complement existing phone interactions rather than replacing them. By positioning GenAI as an enhancement to the phone experience, organizations can reassure customers that the digital assistant is designed to streamline their journey, offering both self-service solutions and seamless transitions to human agents when needed,' said McIntosh. 'Meeting customers where they are, while offering innovative solutions, is key to driving adoption and satisfaction." Gartner clients can read more in ' 2025 Customer Insights: 4 Data Findings to Inform Your CX Strategy ' and in the eBook, ' 4 Customer Insights to Improve the Service Experience.' About Gartner for Customer Service & Support Leaders The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders' mission-critical priorities, specifically improving the customer experience while managing costs; designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent. X and LinkedIn using #GartnerCSS. Members of the media can find additional information and insights in the Gartner Customer Service & Support Newsroom. About Gartner Gartner, Inc. (NYSE: IT) delivers actionable, objective insight that drives smarter decisions and stronger performance on an organization's mission-critical priorities. To learn more, visit
Yahoo
2 days ago
- Business
- Yahoo
Gartner Survey Finds 60% of Customer Service Agents Fail to Promote Self-Service
Agents Play a Pivotal Role in Supporting Self-Service Investments STAMFORD, Conn., June 02, 2025--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in January and February 2025 revealed that despite the potential benefits of self-service, when agents do mention self-service in customer interactions, 25% make neutral comments, and 12% make explicitly negative remarks. "Promoting self-service is not just about reducing costs; it's about empowering customers to use the easiest and most efficient solution," said Keith McIntosh, Senior Principal, Research, in the Gartner Customer Service & Support practice. "Agents play a crucial role in this process, and their ability to positively endorse self-service options can really matter." Customers who receive self-service promotion from an agent are far more likely to say they will adopt self-service when they encounter future service issues with the company. Agent promotion is associated with a doubling of the number of customers who are likely to adopt self-service next time, highlighting the need for organizations to focus on training agents to effectively communicate the benefits of self-service options to customers. Navigating Generative AI Adoption in Customer Service As leaders continue to invest heavily in GenAI to automate self-service, great phone experiences can actually disincentivize the use of GenAI among customers. While 55% of service leaders are exploring customer-facing GenAI chatbots by 2025, only 35% of customers who last interacted via phone are willing to adopt a GenAI digital assistant. This reluctance stems from the success and comfort customers experience when resolving issues directly through phone interactions. The phone remains the dominant service channel, suggesting that customers may be hesitant to shift to a GenAI digital assistant when their current method is effective. "Service leaders should focus on integrating GenAI solutions that complement existing phone interactions rather than replacing them. By positioning GenAI as an enhancement to the phone experience, organizations can reassure customers that the digital assistant is designed to streamline their journey, offering both self-service solutions and seamless transitions to human agents when needed," said McIntosh. "Meeting customers where they are, while offering innovative solutions, is key to driving adoption and satisfaction." Gartner clients can read more in "2025 Customer Insights: 4 Data Findings to Inform Your CX Strategy" and in the eBook, "4 Customer Insights to Improve the Service Experience." About Gartner for Customer Service & Support Leaders The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders' mission-critical priorities, specifically improving the customer experience while managing costs; designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent. Follow news and update from the Gartner Customer Service & Support Practice on X and LinkedIn using #GartnerCSS. Members of the media can find additional information and insights in the Gartner Customer Service & Support Newsroom. About Gartner Gartner, Inc. (NYSE: IT) delivers actionable, objective insight that drives smarter decisions and stronger performance on an organization's mission-critical priorities. To learn more, visit View source version on Contacts Elizabeth Jordan Error while retrieving data Sign in to access your portfolio Error while retrieving data Error while retrieving data Error while retrieving data Error while retrieving data
Scotsman
6 days ago
- Entertainment
- Scotsman
Edinburgh hi-fi and AV show 2025: Dates, venue and discount ticket offer
'We are delighted to be hosting the second edition of this very popular show' – Justin Bird, Chester Group Sign up to our daily newsletter Sign up Thank you for signing up! Did you know with a Digital Subscription to Edinburgh News, you can get unlimited access to the website including our premium content, as well as benefiting from fewer ads, loyalty rewards and much more. Learn More Sorry, there seem to be some issues. Please try again later. Submitting... Audiophiles and music fans are in for a serious aural and visual treat this autumn when Scotland's only dedicated hi-fi and AV show makes a return. Last year saw hundreds of visitors descend upon the Scottish capital for the Edinburgh Hi-AV Show, staged by Chester Group, a long-established, family-run events business that is behind similar popular shows in the Midlands and south of England, as well as overseas. The firm ran the Scottish Audio Show between 2003 and 2007. Advertisement Hide Ad Advertisement Hide Ad Following the resounding success of the show's return after that 17-year break, tickets have now gone on sale for the 2025 event, which will once again be staged at the DoubleTree By Hilton Hotel at Edinburgh Airport, this year over the weekend of November 8 and 9 and with even more space devoted to displays and demonstrations from some of the world's finest audio brands. The airport hotel location benefits from strong transport links and close proximity to the Ingliston Park and Ride facility and two tram stops. 2024's Edinburgh Hi-AV Show was held at the DoubleTree By Hilton hotel at Edinburgh Airport, where it will return to in 2025, and featured scores of prestigious brands including McIntosh. Picture: Scott Reid Tickets for this year's show, which The Scotsman is partnering with, are available to buy in advance at an early bird price of just £10, but they now offer access on both the Saturday and Sunday. This price is only valid up until June 30 and from July 1 the price will increase to £20 for both days. Under 15s will be admitted free of charge if accompanied by a paying adult. The show has StereoNET on board as official media sponsor. Last year's return of the show saw the public getting up close and listening to scores of top streaming, vinyl and CD systems from the likes of Meridian, McIntosh and Cyrus, and Scottish manufacturers such as Art Loudspeakers, Fyne Audio and Ecosse Cables. The event also offered a wide selection of new and used vinyl records - an element that will be expanded in 2025. Advertisement Hide Ad Advertisement Hide Ad This year, visitors will encounter everything from the affordable to the esoteric. Regardless of cost, to hear a well recorded piece of music, familiar or otherwise, on a well balanced audio system can be a truly ear-opening experience. And for those who do decide to splurge, there will be exclusive offers available to those attending over the course of the weekend. One of the displays at the 2024 Edinburgh Hi-AV Show. Picture: Scott Reid Justin Bird of Chester Group, whose father Roy founded the events business, said: 'We are delighted to be hosting the second edition of this very popular show. To be able to bring the event back to Edinburgh again is a real honour and we hope we can welcome you to experience it for yourself.' Tickets and further details can be found at: Scott Reid is a business journalist at The Scotsman and previously worked in the hi-fi industry from 1982 to 1997
Scotsman
6 days ago
- Entertainment
- Scotsman
Edinburgh hi-fi and AV show 2025: Dates, venue and discount ticket offer
'We are delighted to be hosting the second edition of this very popular show' – Justin Bird, Chester Group Sign up to our Scotsman Money newsletter, covering all you need to know to help manage your money. Sign up Thank you for signing up! Did you know with a Digital Subscription to The Scotsman, you can get unlimited access to the website including our premium content, as well as benefiting from fewer ads, loyalty rewards and much more. Learn More Sorry, there seem to be some issues. Please try again later. Submitting... Audiophiles and music fans are in for a serious aural and visual treat this autumn when Scotland's only dedicated hi-fi and AV show makes a return. Last year saw hundreds of visitors descend upon the Scottish capital for the Edinburgh Hi-AV Show, staged by Chester Group, a long-established, family-run events business that is behind similar popular shows in the Midlands and south of England, as well as overseas. The firm ran the Scottish Audio Show between 2003 and 2007. Advertisement Hide Ad Advertisement Hide Ad Following the resounding success of the show's return after that 17-year break, tickets have now gone on sale for the 2025 event, which will once again be staged at the DoubleTree By Hilton Hotel at Edinburgh Airport, this year over the weekend of November 8 and 9 and with even more space devoted to displays and demonstrations from some of the world's finest audio brands. The airport hotel location benefits from strong transport links and close proximity to the Ingliston Park and Ride facility and two tram stops. 2024's Edinburgh Hi-AV Show was held at the DoubleTree By Hilton hotel at Edinburgh Airport, where it will return to in 2025, and featured scores of prestigious brands including McIntosh. Picture: Scott Reid Tickets for this year's show, which The Scotsman is partnering with, are available to buy in advance at an early bird price of just £10, but they now offer access on both the Saturday and Sunday. This price is only valid up until June 30 and from July 1 the price will increase to £20 for both days. Under 15s will be admitted free of charge if accompanied by a paying adult. The show has StereoNET on board as official media sponsor. Last year's return of the show saw the public getting up close and listening to scores of top streaming, vinyl and CD systems from the likes of Meridian, McIntosh and Cyrus, and Scottish manufacturers such as Art Loudspeakers, Fyne Audio and Ecosse Cables. The event also offered a wide selection of new and used vinyl records - an element that will be expanded in 2025. Advertisement Hide Ad Advertisement Hide Ad This year, visitors will encounter everything from the affordable to the esoteric. Regardless of cost, to hear a well recorded piece of music, familiar or otherwise, on a well balanced audio system can be a truly ear-opening experience. And for those who do decide to splurge, there will be exclusive offers available to those attending over the course of the weekend. One of the displays at the 2024 Edinburgh Hi-AV Show. Picture: Scott Reid Justin Bird of Chester Group, whose father Roy founded the events business, said: 'We are delighted to be hosting the second edition of this very popular show. To be able to bring the event back to Edinburgh again is a real honour and we hope we can welcome you to experience it for yourself.' Tickets and further details can be found at:
