New Research from LivePerson, cdp.com, Simplr, Smart Communications, and Sailthru
By Alex Gaw May 2, 2022
This roundup features newly released reports on a range of issues: whether consumers today prefer calling or messaging customer service; the use of artificial intelligence (AI) in marketing; how consumers feel about chatbot help vs. service from a...
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New CX Research from Mitto, Redzone, Heap, Execs In The Know, UserTesting
- By Alex Gaw April 26, 2022
In this roundup: Mitto asks consumers which is worse—bad CX or shipment delays; Redzone shows what is behind higher productivity levels among frontline manufacturing workers; why Heap thinks automation is crucial to the future of digital...
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Twilio: Investing in Digital Customer Engagement Boosted Revenue by 70%
- By Alex Gaw April 21, 2022
Companies that invested in digital customer engagement and personalization technologies during the last two years experienced positive impacts on customer retention levels, and also saw a significant boost to their revenue figures, reveals a new...
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New Research from Glassbox, Talkdesk, UserTesting, Clickatell, and 3radical
- By Alex Gaw April 11, 2022
In this roundup of new research: Glassbox uncovers business sentiment on CX strategies; Talkdesk reveals how brands can reach elusive Gen Z; UserTesting affirms the primacy of human insight in CX; Clickatell presents a case for chat-to-pay...
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New Research from AllCloud, Uberall, MIT SMR, Macro 4, and Sorted
- By Alex Gaw March 31, 2022
In this roundup of five research-related stories, AllCloud outlines increasing middle-market use of Salesforce; Uberall evaluates hybrid CX; MIT SMR Connections sizes up artificial intelligence (AI); Macro 4 talks to UK utility customers; and...
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New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo
- By Alex Gaw March 21, 2022
In this roundup, four of the five new research reports address organizational or worker-related issues that present seemingly divergent findings. While Frost & Sullivan projects exponential growth for CX innovation, Mendix underscores the CX...
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Customer Operations: Building Blocks to Transforming Patient Experience
By Andrew Broderick March 18, 2022
The role of customer operations, which refers to the service and back-office business activities that organizations rely on to fulfil customer experiences (CX), are key building blocks in healthcare organizations’ capacity to efficiently...
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Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy
- By Andrew Broderick March 14, 2022
The COVID-19 pandemic influenced consumers’ trust and engagement with healthcare, and challenged providers in innumerable, unforeseeable ways that today are helping establish digital platforms as the foundation for the industry’s customer...
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New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI
- By Alex Gaw March 10, 2022
In this roundup, much of the new research has to do with organizational success. From Avaya comes a new study on the relationship between business success and the so-called “Total Experience” approach. In Hiya’s new report, the popularity of...
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New CX Research Reports Focus on Consumers, Brands, and Employers
- By Alex Gaw February 23, 2022
This new research roundup includes the latest batch of studies from Merkle on consumers and how they feel about data privacy, Resonate on three new consumer groups in 2022, Redpoint Global on what brand loyalty really means to consumers, Qualtrics...
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US Workers 55 Years Old and Older Leave Their Jobs From Lack of Management Support
- By Alex Gaw January 26, 2022
A new report reveals that American workers over 55 years old are more likely to have an employer who does not provide resources for guidance and professional development for this age segment, which could well account for the large number of job...
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Customer-Facing Workers in UK Are Burned Out
- By Alex Gaw January 21, 2022
Customer-facing workers employed in the UK contact center industry are burned out or perilously close to being so, citing heavier workloads and longer hours since the COVID-19 pandemic began, without a commensurate promotion or increase in pay,...
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