market research

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
IDC Future Enterprise Resiliency and Spending
One third of global organizations say CX initiatives have improved profit margins
Alida global trends report
Alida chief strategy officer suggests how brands can ensure customers feel heard
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