Consumers Favor Sustainable Brands, but Retailers Believe Otherwise
By Alex Gaw January 20, 2022
Consumers are willing to spend more on sustainable brands than retailers give them credit for, reveals a new report that largely upends traditional expectations held by the retail industry on the sustainability preferences of shoppers. The...
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Tealium Report: Customer Data Platforms Now Indispensable to Business
- By Alex Gaw January 17, 2022
A new state-of-the-industry report reveals that customer data platforms (CDPs) have become an essential part of marketing portfolios, with demand for the technology growing because of changes to privacy laws and increased online activity fueled by...
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New Report Affirms Imperative Role of CXM Solutions for 2022
- By Alex Gaw January 10, 2022
A new report on emerging trends in the CX industry underscores the strategic importance of customer experience management (CXM) solutions as businesses strive to find ways to attract, maintain, and expand their customer base, while continuing to...
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Competition Heats Up From New Market Entrants in New Era of Consumer Telehealth
By Andrew Broderick January 7, 2022
The telehealth boom that was propelled by the COVID-19 pandemic has consolidated at levels lower than at the peak of the pandemic in April 2020, but significantly higher than levels seen before the pandemic. Consumer demand remains strong and will...
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CX Rebounds in Importance for Consumers in Malaysia
- By Alex Gaw January 5, 2022
An Asian-based CX publication reports that CX is enjoying new-found relevance in economically vibrant Malaysia, carrying important implications for business and investment in that Southeast Asian country. The finding is contained in a survey...
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Dynamic Yield Report Finds Significant Advances This Year in Personalization
- By Alex Gaw December 16, 2021
A new report on how companies are tailoring CX in their business strategies confirms the preeminence of personalization with the highest-ever level of adoption of the practice among companies this year, carrying significant implications for the...
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Gartner Survey: Most Service and Support Leaders to Advocate Value-Added Customer Service Strategy for 2022
- By Alex Gaw December 2, 2021
A new report from Gartner shows that a majority of customer service and support leaders favor a value-added customer service strategy to grow their business in 2022, representing a significant shift from the once-prevalent mindset that customer...
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Twilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers
- By Alex Gaw November 30, 2021
New research on consumer interaction with brands reveals a large and substantive gap between the CX qualities desired by consumers and what they, in fact, receive from companies. The research on industry perception and engagement statistics is...
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Uberall Study: Consumers Favor Local Business Over Online-Only
- By Alex Gaw November 29, 2021
A new study shows that while most buying journeys for consumers today start online, they prefer to do business with brands and retailers that have a local presence and real-world locations over online-only shops. The study, titled The Local CX...
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Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies
- By Alex Gaw November 22, 2021
A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...
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Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales
- By Alex Gaw November 18, 2021
In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers...
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Personalization Is Important, but Marketers Face Many Obstacles
- By Alex Gaw November 16, 2021
Personalization may be important for companies to achieve increased revenue and enhanced CX, but marketers for global retail brands are frustrated by multiple challenges in their efforts to implement the desired trait. The finding is contained...
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