market research

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
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