market research

Calabrio finds 30+ point CX perception gap between consumers and contact centers

52% of customers say in-store remains their favorite way to shop

90% of chatbots in customer service used to route issues to agents

51% of consumers like it when customer service reps joke with them

71% of companies plan to alter their CX data strategy

Just 35% of consumers are completely satisfied with brand relationships

Bluecore non-active-buyers

Even at-risk or ‘lost’ shoppers are 37% more likely to purchase again

Talkdesk AI self-service contact centers

AI self-service drops 9% among contact centers

51% of firms are now only working with a single CX provider