market research

S&P 451 Research CX
S&P Global research finds CX leaders have almost 3x equity returns
Michael Lawder ASAPP
ASAPP chief experience officer reflects on what he learned on the front lines as an agent
Medallia, Ipsos execs discuss the key takeaways from Canadian CX data
Coveo VP offers tips to boost CSAT based on habits of top-performing customers
Genesys human values contact centers
Only 9% of contact center agents list ‘quality, empathy and listening’ as greatest strengths
One in four customers say contact centre experiences have gotten worse amid pandemic
64% of consumers say they couldn’t get their problem solved via digital CX
B2B customer journey map
Only 31% of B2B firms are mapping the customer journey
75% of consumers want brands to ask consent before offered targeted ad experiences
TCN consumer attitudes customer service
7 out of 10 people prefer talking to a live agent for customer service