Category Archives: Market Research

Global CX Leaders Predict the Explosive Rise of GigCX in Third Annual Limitless Report

Gig customer service (GigCX) platform Limitless released its third-annual GigCX report The Inevitable, Explosive Growth of GigCX with headline data revealing that nearly 80% of CX leaders surveyed feel that the GigCX model is ‘inevitable,’ and that it is here to stay. Continue reading Global CX Leaders Predict the Explosive Rise of GigCX in Third Annual Limitless Report

LiveVox Study Reveals Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, released the results of a commissioned study conducted by Forrester Consulting to identify the key use cases and challenges when deploying AI technology in the contact centre. Continue reading LiveVox Study Reveals Contact Centres Have Increased Adoption of AI, But Struggle to Capture ROI

The “Great Expectations” gap – Customers crave great customer service but don’t want to pay a premium

Half of consumers (50%) say they wouldn’t be willing to pay more to receive good customer service and just a fifth (21%) say they would be willing to pay over 10% more. That’s according to a new consumer survey conducted by Enghouse Interactive. Continue reading The “Great Expectations” gap – Customers crave great customer service but don’t want to pay a premium

Majority of CX Experts Believe Customer Empathy is Necessary to Create Business Value, But Employers Views Differ

Alida, a leader in Total Experience Management (TXM), has published a new research report, Empathy in Action: The Business Value of Customer Empathy, conducted together with Bodine & C., and the Customer Experience Professionals Association. Continue reading Majority of CX Experts Believe Customer Empathy is Necessary to Create Business Value, But Employers Views Differ

LiveVox and Omdia Study Finds that Slow Digital Adoption and Unnecessary Complexity in the Contact Centre Harm Customer Experience by Impeding Agent Productivity

LiveVox, a leading cloud-based provider of customer service and digital engagement tools, and Omdia, a leading research and advisory group focused on the technology industry, released the results of a joint study commissioned to understand how well contact centre agents are equipped to provide exceptional customer experience in today’s digital environment. Continue reading LiveVox and Omdia Study Finds that Slow Digital Adoption and Unnecessary Complexity in the Contact Centre Harm Customer Experience by Impeding Agent Productivity

Pindrop Voice Intelligence & Security Report Finds Fraudsters Passed Knowledge Based Authentication Questions 92 Percent of the Time

Pindrop, a global leader in voice technology, released its annual Voice Intelligence & Security Report uncovering how companies might be accidentally inviting fraud, threat mongers from the dark web and bad actors better prepared to pass authentication. Continue reading Pindrop Voice Intelligence & Security Report Finds Fraudsters Passed Knowledge Based Authentication Questions 92 Percent of the Time

Investment in Digital Customer Engagement Generated 70% Revenue Growth for Companies Last Year, Twilio Data Shows

The past two years have spurred an unprecedented acceleration of digital transformation for business-to-consumer companies, advancing their digital strategies by an average of 6.5 years and boosting total revenues by an average of 70% for companies that invested in digital customer engagement. Continue reading Investment in Digital Customer Engagement Generated 70% Revenue Growth for Companies Last Year, Twilio Data Shows

Investment in Digital Customer Engagement Generated 70% Revenue Growth for Companies Last Year, Twilio Data Shows

The past two years have spurred an unprecedented acceleration of digital transformation for business-to-consumer companies, advancing their digital strategies by an average of 6.5 years and boosting total revenues by an average of 70% for companies that invested in digital customer engagement. Continue reading Investment in Digital Customer Engagement Generated 70% Revenue Growth for Companies Last Year, Twilio Data Shows

Gartner Survey Finds Two-Thirds of Customers Contact Customer Service After Receiving Proactive Outreach From a Brand

Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they needed additional information or confirmation, according to Gartner, Inc. This flawed approach to proactive customer service can create customer confusion and unanswered questions that erode the benefits of a proactive strategy. Continue reading Gartner Survey Finds Two-Thirds of Customers Contact Customer Service After Receiving Proactive Outreach From a Brand

Talkdesk Research Finds Growing Opportunity for Brands to Build Lasting Relationships with Gen Z

Talkdesk, a global cloud contact centre leader for customer-obsessed companies, released its newest research report, Winning Gen Z Through Exceptional Customer Service. The report discovered that while 88% of Gen Z consumers are loyal to five or fewer companies in total, nearly a third (31%) have become loyal to a new company in the past year. Continue reading Talkdesk Research Finds Growing Opportunity for Brands to Build Lasting Relationships with Gen Z

Limitless Finds 72% of Customer Service Managers Have Added or Plan to Add Gig Talent in the Next 2 Years

Seventy-two per cent of customer service managers have added or plan to add gig talent to customer service or sales operations within the next two years – that’s according to the new research study by gig customer experience (GigCX) platform Limitless. Continue reading Limitless Finds 72% of Customer Service Managers Have Added or Plan to Add Gig Talent in the Next 2 Years

99% of Customer Service Executives Recognize Using Chat with Customers Strengthens Customer Experience

Clickatell, CPaaS innovator and Chat Commerce leader, launches its latest Chat Commerce Trends Report, revealing 99% of customer service executives recognize benefits to using chat with customers to bolster customer experience and drive revenue and growth for their businesses. Continue reading 99% of Customer Service Executives Recognize Using Chat with Customers Strengthens Customer Experience

70% of Businesses Believe They’re Delivering Suboptimal Hybrid Customer Journeys

Uberall, a global provider of hybrid CX solutions, released a new commissioned study from Forrester Consulting, called “Reignite Growth with Hybrid Customer Experiences.” The study sheds light on how critically important it is for businesses to adapt to the demands and expectations of customers who expect a well integrated mix of digital and in-person touchpoints. Continue reading 70% of Businesses Believe They’re Delivering Suboptimal Hybrid Customer Journeys