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Customer satisfaction

Getting Beyond a Single NPS Score: A Look at QuestionPro’s NPS+

CX practitioners collect a variety of metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and Secure Customer Index (SCI). NPS is the metric most frequently touted, for better or worse, as the gold...

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research reports

New CX Research Reports Focus on Consumers, Brands, and Employers

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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New Reports Address an Array of Present-Day CX Issues

In this roundup of new industry and research reports, we turn our lens on two critical participants in every CX journey: the employee and the consumer. The first three summaries relate to current concerns affecting employees in their wellbeing and...

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Companies Join Forces to Partner on CX Initiatives

Stories of successful team-ups and collaboration abound as companies join forces in striving to improve their CX offerings, exemplified by the four recent cases profiled below. Azadea Group Celebrates Fruitful Collaboration with MoEngage The...

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Taking a Humanized Approach to Customer Feedback Leads to a More Engaging Experience and Richer Insights

Opportunities to provide feedback on a product or experience can be plentiful in terms of the amount of outreach many companies do to stay in touch with their customers and the avenues through which feedback can be provided. Companies are...

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From Consumers to Workers, New Research Reports Shed Light on a Range of CX Perceptions and Trends

Several new studies and research reports of the past two weeks shine a light on the continuing evolution of CX and its various components in the face of an unrelenting pandemic. The latest findings are summarized below. Qualtrics: Gen Z Are the...

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Five Questions for David Solana, Co-Founder and Co-CEO of OPINATOR

I recently caught up with David Solana, co-founder and co-CEO of OPINATOR, to get David’s insights into the challenges companies face that spur the implementation of insights and feedback systems, the state of omnichannel feedback, and the...

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In Product Reviews, Review Volume and Recency Both Count for Shoppers

Product reviews are tremendously important to consumers prior to purchase, new research on the subject shows, and both review volume and review recency do matter to shoppers. Moreover, the study found that consumers were more likely to convert...

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New Report Affirms Imperative Role of CXM Solutions for 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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Activist Investor Jana Partners Calls for Zendesk to Abandon Acquisition of Momentive Global

Activist investor Jana Partners is putting pressure on CX software solutions provider Zendesk to call off its proposed acquisition of Momentive Global, the company formerly known as SurveyMonkey, objecting vociferously to a deal that it said...

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CX Rebounds in Importance for Consumers in Malaysia

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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Capital One Is Nation’s No. 1 Bank in Customer Satisfaction, Says JD Power

For the second year in a row, Capital One is the top-ranked retail bank in the US for overall customer satisfaction, outscoring eight other national banks for the distinction. The nine national banks in the study, ranked from highest to lowest,...

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Latest Research

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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