# Laura Burgess | Capterra

> Content Analyst Experience I've been writing for Capterra since April 2021, specializing in B2B SaaS adoption across various industries. My role involves producing data-driven content that helps small and midsize businesses (SMBs) navigate digital transformation, particularly in implementing software solutions to optimize their operations. I analyze market trends and SMB tech, providing insights on topics such as AI-driven sales automation and its impact on the customer experience (CX).  My background experience includes print journalism, copywriting, and creating SEO-optimized articles. This gives me a well-rounded approach to crafting compelling narratives and has helped nurture my core content strategy skills.  Expertise With over a decade of experience in content creation, I most recently specialize in B2B SaaS insights for the construction and sales sectors. My software recommendations are based on a precise methodology that analyses over two million user reviews on Capterra, equipping business leaders with the knowledge they need to make informed investment decisions. Notable examples of my research include uncovering that more than half of U.S. organizations use AI in customer operations but find consumer trust is their biggest obstacle. My research has also revealed tech spending trends among Australian businesses that allow me to advise companies on successfully implementing digital tools to avoid buyer's regret. My research has been published in multiple publications, such as: Forbes Daily Mail ABC News Dynamic Business Retail Biz  I have been a guest on Amazing Business Radio and appeared in news segments on Channel 9 News (Australia), SBS Mandarin, and Ticker News.  Education I have a Bachelor of Arts Joint Honours (BA Hons) in media communications and English literature from Bath Spa University, UK.  I am a member of the National Council for the Training of Journalists (NCTJ), UK, with a certificate in journalism.

Source: https://www.capterra.com/resources/author/laura-burgess

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# /Articles by Laura Burgess

Laura Burgess

Follow on[](https://www.linkedin.com/in/laura-burgess-5b861919/)

**Content Analyst**

**Experience**

I've been writing for Capterra since April 2021, specializing in B2B SaaS adoption across various industries. My role involves producing data-driven content that helps small and midsize businesses (SMBs) navigate digital transformation, particularly in implementing software solutions to optimize their operations. I analyze market trends and SMB tech, providing insights on topics such as AI-driven sales automation and its impact on the customer experience (CX). 

My background experience includes print journalism, copywriting, and creating SEO-optimized articles. This gives me a well-rounded approach to crafting compelling narratives and has helped nurture my core content strategy skills.

**Expertise**

With over a decade of experience in content creation, I most recently specialize in B2B SaaS insights for the construction and sales sectors. My software recommendations are based on a precise methodology that analyses over two million user reviews on Capterra, equipping business leaders with the knowledge they need to make informed investment decisions.

Notable examples of my research include uncovering that more than half of U.S. organizations use AI in customer operations but find consumer trust is their biggest obstacle. My research has also revealed tech spending trends among Australian businesses that allow me to advise companies on successfully implementing digital tools to avoid buyer's regret.

My research has been published in multiple publications, such as:

-   Forbes
    
-   Daily Mail
    
-   ABC News
    
-   Dynamic Business
    
-   Retail Biz 
    

I have been a guest on Amazing Business Radio and appeared in news segments on Channel 9 News (Australia), SBS Mandarin, and Ticker News. 

**Education**

I have a Bachelor of Arts Joint Honours (BA Hons) in media communications and English literature from Bath Spa University, UK.

I am a member of the National Council for the Training of Journalists (NCTJ), UK, with a certificate in journalism.

[As Half of U.S. Businesses Use AI in Customer Service Operations, Their Biggest Obstacle Is Maintaining Consumer Trust

Published August 5, 2024

As over half of U.S. businesses (53%) now use AI-enhanced customer service software, such as chatbots and virtual assistants, delivering excellent customer service must remain a priority.](https://www.capterra.com/resources/how-ai-benefits-customer-service-operations/)[As Support Demand Rises, Technology is Boosting Customer Satisfaction for 63% of U.S. Businesses

Published July 30, 2024

In today’s hyper-competitive business environment, demand for customer support is rising, with expectations more complex than ever. A bad customer service experience can have a ripple effect across social media, news, and review sites, making customer satisfaction (CSAT) scores as important as ever. As businesses increasingly adopt customer-centric models, CSAT ratings are considered key metrics for assessing the effectiveness of these approaches.](https://www.capterra.com/resources/how-technology-helps-to-improve-customer-satisfaction/)