market research

Survey finds brands overestimate popularity of digital experiences
Nearly 40% of consumers more likely to use loyalty programs this year
Nearly a quarter of shoppers are ‘wardrobing’ and driving up returns
Only 9% of consumers are content with in-store experiences
70% of CX leaders admit they don’t invest much in team morale
59% of top retailers say online shoppers only log into their accounts a quarter of the time
41% of consumers react negatively to AI used in digital experiences
59% of contact centers lack a responsible AI policy
customer uses emotional language in online reviews
‘Fees,’ ‘beware’ and ‘lied’ are the most frequent terms used in negative reviews
Nearly 90% of customer staff report increased abuse