market research

Forrester CX Index finds proportion of ‘customer obsessed’ companies drops 7% in 2022
Google top customer service channel
85% of consumers say Google is their first stop for customer service
Precisely next-generation CX
65% of CX leaders are creating digital alternatives to in-person touchpoints
72% of consumers want bots to recognize their emotions
Alida Bodine & Co CXPA empathy CX
65% of CX leaders admit their organizations don’t measure empathy
Accenture endless customer service
Involving customer service teams in product development can mean 10x higher revenue growth
AI CDP.com
81% of consumers are open to AI being used to personalize experiences
UserTesting 2022 State of CX Industry report
39% more firms have added dedicated CX and UX teams since 2020
Genesys CX metrics NPS
Four in 10 organizations can’t explain why CX metrics rise or fall
Uberall hybrid customer experiences
70% of companies lack confidence in offering ‘hybrid customer experiences’