Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced results of an online market research survey conducted by IDG Communications indicating the most successful businesses recognize customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. Continue reading Avaya Study Finds the Most Successful Businesses Focus on Total Experience →

“The Great Customer Resignation,” fueled by poor customer experience (CX) and a lack of customer centricity, is hitting businesses hard, new research from SugarCRM has found. The average customer turnover rate is now nearly one-third globally and 33 percent in the UK, meaning businesses are losing nearly one out of every three customers they gain. Continue reading ‘The Great Customer Resignation’ Hitting UK Businesses Hard, as Customer Turnover Rates Reach 33 Percent →

Pindrop, a global technology leader offering security, identity, and intelligence for every voice, today announced the findings of a commissioned Total Economic Impact™ (TEI) Study conducted by Forrester Consulting. The study interviewed six Pindrop customers, aggregated the interviewees’ experiences and combined the results into a single, mid-size composite customer organisation. Continue reading New ‘Total Economic Impact’ Study Shows 171% ROI with Pindrop’s Business Solutions →

Sitel Group®, one of the largest global providers of CX products and solutions, revealed the results of its study analyzing how executives’ priorities, attitudes and comprehension around digital transformation have evolved since the pandemic. Continue reading Sitel Group® Research Reveals How C-level Decision Makers Respond to Accelerated Digital Transformation →

Applause, the world leader in testing and digital quality, recently surveyed more than 4,200 members of their uTest community, the largest community of testers in the world, about their experiences signing up for new digital services. Continue reading Applause Survey Shows Customer Retention and Revenue Negatively Impacted by Just One Bad Digital Experience →

The vast majority (85%) of consumers still rate highly-skilled and knowledgeable contact centre and retail store agents as key to an excellent customer experience from Communications Service Providers (CSPs) according to new research commissioned by Amdocs (NASDAQ: DOX), a leading provider of software and services to communications and media companies. Continue reading Consumers Still Value the Human Touch in Telecoms Customer Experience Despite Digitalization, Amdocs Report Finds →