New Research from 1E, eGain and KMWorld, MoEngage, Talkdesk, and Insightly
By Alex Gaw April 21, 2023
1E: IT Managers Say “No” to Surveillance Tech Monitoring Employee Productivity A majority of IT managers do not favor the use of productivity surveillance technology, and believe that tools for monitoring employee productivity and tracking...
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New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation
By Sherril Hanson April 19, 2023
Experience orchestration provider Genesys released The State of Customer Experience report with some comprehensive data demonstrating high consumer expectations, low consumer patience with suboptimal experiences, and the struggle to nail down...
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Government Employees Burned Out from Workload and Staffing Shortages
- By Sherril Hanson April 12, 2023
The U.S. government has been putting effort and money into improving customer experience at the federal level. Recent data from Eagle Hill Consulting indicates that government agencies need to look inward as employees increasingly struggle with...
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New Research from Merkle, Qualtrics, and Workhuman-Gallop Collab
- By Alex Gaw April 11, 2023
Merkle: Consumers Prefer Rewards for Everyday Needs, Like Groceries The new 2023 Consumer Prizing Report from data-driven CX management services provider Merkle reveals that nearly three-quarters of consumers prefer grocery gift cards as a...
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The Digital Economy Spurs New Expectations and Opportunities
- By Alex Gaw April 10, 2023
New research from Adobe reveals that the digital economy—the result of companies undertaking digital transformation—is creating new rules, expectations, and opportunities. The research, first unveiled during the Adobe Summit...
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New Research from Adobe, CSG, Talkdesk, SAS, and Sprinklr
- By Alex Gaw April 5, 2023
Adobe: Generative AI Will Take a Star Turn in CX New research from Adobe shows that most people feel positively toward generative AI and believe the technology will not only enhance their personal creativity but also improve their experience...
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Customer Engagement Can Drive Revenue Growth and Support Financial Goals
- By Sherril Hanson April 5, 2023
Even with challenging economic conditions, new Twilio research shows that companies that invested in customer engagement reaped rewards, with 80% meeting financial goals. Data from Twilio’s fourth annual State of Customer Engagement...
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More Consumers Are Using Retailers’ Mobile Apps, New Airship Research Shows
- By Alex Gaw April 3, 2023
A new 10-country survey of 11,000 consumers reveals that more shoppers have been using the mobile apps of retailers so far this year compared to the same time in 2022, with the preference for retail apps extending across various age groups and...
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Companies Still Investing in Employee Listening Programs
- By Sherril Hanson March 24, 2023
In the CX world, there has been a lot of chatter about what this year might look like with budget cuts and potentially leaner organizations. All signs point to CX being particularly needed, and that investments in digital CX will continue, with...
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New Research from Execs In The Know, Braze, Clootrack, Telus International, and PwC
- By Alex Gaw March 15, 2023
EITK: The Customer Remained Top of Mind for CX Leaders in 2022 CX leaders believe that they kept customers firmly in mind in 2022 despite challenges and years of unremitting change for the industry, states the new CX Leaders Trends &...
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IT Leaders Prioritize Generative AI as a Game-Changer, But Concerns Abound
- By Alex Gaw March 13, 2023
At least 67% of senior IT leaders are making generative AI a priority for their business within the next 18 months, and 33% even name it as a top priority. Yet most leaders have misgivings on the security and ethical aspects of the technology that...
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New Research from MessageGears, Qualtrics, Amdocs, Nosto, and LivePerson
- By Alex Gaw March 7, 2023
MessageGears: Consumers Want Fewer but More Personalized Marketing Messages Consumers are annoyed when brands inundate them with messages that do not reflect their interests, and they are far more likely to engage with brands that recognize them...
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