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CX research studies

New CX Research from LiveVox/Omdia, Khoros, Alida, Reltio, and Telus

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...

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Employee experience research reports

New EX Research from Harri, Achievers, Gallup, Medallia, and Others

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...

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CX research reports

New Research from LivePerson, cdp.com, Simplr, Smart Communications, and Sailthru

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 research studies

New CX Research from Mitto, Redzone, Heap, Execs In The Know, UserTesting

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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personalized customer experience

Twilio: Investing in Digital Customer Engagement Boosted Revenue by 70%

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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CX research studies

New Research from Glassbox, Talkdesk, UserTesting, Clickatell, and 3radical

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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CX research reports

New Research from AllCloud, Uberall, MIT SMR, Macro 4, and Sorted

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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CX research reports

New Research from Frost & Sullivan, Qualtrics, Mendix, Nudge, and Yotpo

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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Patient experience building blocks

Customer Operations: Building Blocks to Transforming Patient Experience

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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healthcare brand loyalty

Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy

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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Organizational success research

New Research Studies: Avaya, Hiya, Gartner, Salesforce, and PwC-FICCI

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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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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Latest Research

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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CX in the Travel & Hospitality Industry

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

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