market research

Less than 17% of customer service leaders see agent knowledge matters in delivering a great experience
60% of banks worry economic downturn could halt digital expansion
47% of online shoppers say speed is more important than selection
78% of consumers say their tastes change every few months
CX teams hybrid work
61% of CX teams will operate on a hybrid work model over the next year
Curbside pickup drops from 34% of retailers to 25%
Holiday shopping experience forecast: 94% online, 73% in-store
47% of CX pros focuses on closing the promise-delivery gap
45% of global retailers admit they’re dedicating minimum budget to improve commerce capabilities
Calabrio finds 30+ point CX perception gap between consumers and contact centers