New CX Research from LiveVox/Omdia, Khoros, Alida, Reltio, and Telus
By Alex Gaw May 13, 2022
This roundup highlights key findings from a batch of recently released reports on CX and CX-related subjects. Find out what LiveVox and Omdia consider barriers to great CX, bookended by the results from Telus International on how consumers really...
Read MoreNew EX Research from Harri, Achievers, Gallup, Medallia, and Others
By Sherril Hanson May 3, 2022
According to Dash Research’s market forecasting, there is an increasing number of companies offering software systems and applications focused on EX. Dash projects that global EX software and services revenue will reach $14.6 billion annually by...
Read MoreNew 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...
Read MoreNew 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...
Read MoreTwilio: 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...
Read MoreNew 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...
Read MoreNew 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...
Read MoreNew 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...
Read MoreCustomer 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...
Read MoreEstablishing 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...
Read MoreNew 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...
Read MoreNew 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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