market research

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
89% of ‘highly confident’ business leads say expanding their use of digital channels has improved CX
Firms with digital CX policies in place for 1-2 years score higher in benchmarks
Study suggests banks’ CX differs based on race