market research

Sinch IDC conversational engagement research
Only 35% of companies let customers transfer from chatbots to a live agent
Less than a quarter of consumers are comfortable sharing previous purchase data
Simplr QSR customer service research
Less than a quarter of fast food restaurants nail CSAT across the entire journey
Zendesk CX Trends 2022
54% of customers say service feels like a business afterthought
SOTI from bricks to clicks research
72% of shoppers say delivery woes make them more likely to opt for BOPIS experience
Reputation 2021 retail report
Review volumes are up 12%, but sentiment is dropping
Professional services NPS
Professional services firms have an average NPS of -42, because . . .
Nearly half of customer service workers avoid calling contact centers in their personal lives
Cyara digital transformation research
Digital projects to improve CX running five months behind schedule on average
71% of firms increased their CX budget in 2021