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Gaps in CX program implementations

CallMiner Report: Firms Are Unable to Spur Stronger CX for Various Reasons

Companies do not collect all the data they need in order to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action,...

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CX research studies and surveys

New CX Research from FMI, Braze, Heap, Yotpo, and SMG

FMI: Inflation is Worrisome for US Food Industry Food retailers and suppliers both agree that the current inflationary economic climate is not favorable to the food industry, states a new report from Food Marketplace Inc. (FMI), the trade...

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Employee experience research studies

New EX-Related Research from Achievers, Qualtrics, and Salesforce’s MuleSoft

New research shines a light on several employee experience (EX) areas, including solutions that can be leveraged to foster company culture as well as make an enterprise more attractive to talent. Data from the research points to many of the...

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Uncertainty in the workplace

Uncertainty Confronts the Workplace; Employees and HR Feel Pressure

As economic headwinds swirl through markets and industries, uncertainty hangs over the workplace today with employees continuing to quit while companies freeze hiring and rescind job offers, according to a new report from performance management...

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Customer experience surveys and research

New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto

Accenture-NASCA: State Chief Administrators Can Help Improve Government Customer Service Citizens wish for new and improved digital services from their governments, and the chief administrators in each state are uniquely positioned to help meet...

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Customer experience research studies and surveys

New Research from 451 Research, Optimizely, Relay Network, Gartner, and Gladly

451 Research: Conversation Automation Is a Must for Companies Businesses that adopt conversation automation solutions powered by artificial intelligence (AI) are more likely to stand out in the market and successfully engage with today’s savvy...

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Customer experience research studies

New Research from Five9, West Monroe, Equisoft, TechSee, and UJET

Five9: Contact Centers Are Putting Greater Importance on Employee Experience Nine out of 10 contact centers are increasing their focus on agent and employee experience (EX) because the role of the customer service representative has changed...

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Customer engagement research study

New Harvard Publications Report: Effective Customer Engagement is Critical

Effective customer engagement is especially critical to businesses today as the world braces for an economic downturn, according to new research from the publishing group at Harvard University. And yet, various obstacles prevent businesses from...

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Employee experience research studies

New EX-Related Research from Benefex, Kincentric, Workforce Software, and Others

Benefex: Great Expectations – Understanding employee needs and drivers in the new world of work New data from Benefex points to the increasingly elevated expectations of employees of their employers. More than three quarters (77%) of workers...

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Customer experience research

New Research from Podium, Talkdesk, Smartly.io, SimplicityDX, and Influence Mobile

This is the latest Dash Network roundup of new and recent research from the field. Details follow below. Podium: Small Business Owners Are Struggling with Burnout, Losing Hope More than 7 in 10 small business owners (SMBs) feel burned out...

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Customer motivation

Persado Launches Customer Motivation Report

A new report from Persado surveys the impact of brand language, emotions, and context on consumer behavior, highlighting the type of language and approaches that best resonate with customers, while also creating a blueprint for brands looking to...

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Customer experience research studies

Latest Research from Idomoo, Mitto, Verint, LiveXchange, and Amperity

The research highlighted in this roundup points to the myriad challenges confronting companies in the face of an empowered and much more informed consumer base. Across brands and industries, customers are vocal about their preferences—on the...

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Latest Research

CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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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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