A new survey from leading market research firm IDC revealed that a unified view of digital infrastructure is essential for IT teams that must improve the digital customer experience while boosting overall organizational productivity. Continue reading Survey Reveals Unified Observability Is Key Driver of IT Productivity and Digital Customer Experience
Category Archives: Market Research
Despite Recession Fears, Qualtrics Research Shows Executives are Optimistic About Their Growth
Despite concerns about the economy, C-suite executives are more bullish about near-term revenue than they were a year ago, according to new research from Qualtrics. Continue reading Despite Recession Fears, Qualtrics Research Shows Executives are Optimistic About Their Growth
Observe.AI research reveals Contact Centres are 10X more prepared with Conversation Intelligence
Observe.AI, an Intelligent Workforce Platform that transforms contact centres through AI, unveiled its latest research, State of Contact Center Conversation Intelligence 2022. Continue reading Observe.AI research reveals Contact Centres are 10X more prepared with Conversation Intelligence
UK contact centres close to breaking point according to new global survey
UK contact centres are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact centre leaders in the US, UK and Australia from Censuswide. Continue reading UK contact centres close to breaking point according to new global survey
79% of CX Leaders Plan to Increase Investment in Contact Centre AI and Automation
Talkdesk®, a global cloud contact centre leader for customer-obsessed companies, released its newest Talkdesk Research™ report, The Future of AI 2022: Progressing AI Maturity in the Contact Center. Continue reading 79% of CX Leaders Plan to Increase Investment in Contact Centre AI and Automation
Customer Experience Leaders Had Stronger Stock Returns In 2020 Recession
Companies with the best customer experience ratings outperformed their industry peers’ stock performance between 2019 and 2022 and doubled their lead over companies that provide poor customer experiences, according to new research from the XM Institute at Qualtrics. Continue reading Customer Experience Leaders Had Stronger Stock Returns In 2020 Recession