market research

Less than 10% of contact centers have agents collaborating on support
J.D. Power U.S. banking study 2023
47% of bank customers who receive effective advice open new accounts
Only 11% of surveyed contact centers have agents fully in-office
53% of execs say they’ll ‘protect’ CX from cost optimization
Surprise! CSAT is up across hotels, travel agencies and even airlines
46% of consumers say their name should be enough for loyalty program lookup
SMS reminders could send 73% of online shoppers back to abandoned carts
34% of U.S. shoppers switch brands based on paid returns policies
55% of CX leaders have reduced budgets for new programs
Level of enraged customers seeking revenge has tripled since 2020