market research

61% of consumers say feeling valued is more important than quick customer service
“Sitel Group CX Landscape 2022: Evolution or Revolution?
42% of consumers worldwide would pay more for premium CX
Success! 71% of companies say VoC programs have improved CX
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