Simplr, a human-first, machine-enabled customer experience platform, completed a study of 1,493 consumer brands in May to track trends in conversational commerce and the consumer buying experience. Continue reading New Simplr Study of Online Brands Tracks 45% Rise in Conversational Commerce →

Yext, the AI Search company, has released research that shows a serious failure by businesses in communicating accurate and up to date information with consumers. Continue reading Yext research finds site search is outdated →

Consumers want to call businesses directly before making a high-stakes purchase, according to a new report published by Invoca, the leader in conversation intelligence for revenue teams. Continue reading Invoca Report Finds Most Consumers Want to Call Businesses, but Only Half are Satisfied with the Experience →

Over three quarters (79%) of UK-based contact centre advisors would like a hybrid working model, according to a new study from the CCMA (Call Centre Management Association) that was supported by global communications company Poly. Continue reading 79% of UK contact centre advisors want employers to offer hybrid working →

Twilio Segment, the world’s #1 Customer Data Platform (CDP), published its State of Personalization Report for 2021. The report, which reflects findings from a survey of 3,000 consumers and business decision-makers in online retail and e-commerce, reveals a gap between consumer expectations and the experiences brands are actually offering. Continue reading Personalize or Perish: New Data from Twilio Segment Shows Customer Loyalty Hinges on Personalized Experiences →

Rackspace Technology®, a leading end-to-end multicloud technology solutions company, announced the results of a global survey revealing that, in addition to allowing products and services to stand out, modernizing technology and applications to improve customer experiences drives real-world, bottom-line benefits. Continue reading New Global Rackspace Technology Survey Underscores Business Benefits of Modernizing Applications to Improve Customer Experience →