market research

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
Cisco AppDynamics App Attention Index
68% of consumers call a poor digital experience ‘disrespectful’
ACA Study 2021 Hyken
61% of Gen Z customers are willing to pay more for better service
25% of customers say companies have blamed COVID for poor experiences
IFS customer experience research
82% of execs say they can’t cite a recent example of frictionless CX at their firm
How spammers, trolls and other unwanted UGC can threaten the customer experience