market research

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
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