Nearly a third of Brits will never spend again with businesses which provided bad customer service during lockdown, according to new research from Infobip. Continue reading UK businesses will lose £2.5 billion and more due to bad customer service →

More than a third (37.2%) of Brits are dissatisfied with the customer service experience they receive, according to new research from Cloud and Managed Services provider Maintel. Continue reading Research reveals Brits frustrated at poor lockdown customer service →

A new global study, commissioned by Sinch, finds COVID-19-induced behaviours such as avoiding crowds, flying, and dining out are here to stay, even in a post-pandemic world. Continue reading Study finds brands have yet to create the post-COVID-19 digital and mobile experiences customers value most →

Customer engagement company Airship revealed top-level results of its global benchmark study, examining the state of mobile app behaviours across nearly 750 million people worldwide. Continue reading Airship study finds Mobile App Engagement rates have soared under lockdown →

goMoxie®, the leading provider of digital guidance solutions, released a new survey showing that 40% of consumers struggle to complete basic tasks on retail websites—and that most are more likely to abandon the experience or switch to a competitor rather than seek assistance. The findings are especially concerning given the challenges many retailers already face as a result of the COVID-19 pandemic. Continue reading goMoxie Survey Finds Consumer Online Shopping Challenges Threaten Post-COVID Sales Recovery →

For years, companies have sought to digitize the customer experience. But what exactly does such digital transformation entail? And how can companies measure its impact on customer sentiment? Continue reading SANDSIV Publishes Landmark Research on Digital Transformation Measurement →