market research

85% of contact center employees seek shift to permanent WFH
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