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
6 in 10 consumers are ‘underwhelmed’ by CX via social media