market research

UserTesting 2022 State of CX Industry report
39% more firms have added dedicated CX and UX teams since 2020
Genesys CX metrics NPS
Four in 10 organizations can’t explain why CX metrics rise or fall
Uberall hybrid customer experiences
70% of companies lack confidence in offering ‘hybrid customer experiences’
Coveo 2022 relevance report: service
46% of customers rarely or never complain about bad experiences, but . . .
SugarCRM customer churn
Average customer churn reaches a rate of one-third globally
Brands only know 23% of the shoppers viewing products on their site
82% of organizations say they have a dedicated CX sponsor
Pegasystems manual data entry
51% of call center agents say they lack training to be the voice of their brand
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