market research

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
47% of CX pros focuses on closing the promise-delivery gap
45% of global retailers admit they’re dedicating minimum budget to improve commerce capabilities
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