market research

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
Simplr conversational commerce
95% of consumers want a human to run online chat vs. a chatbot
66% of marketers believe they are highly aligned with CX teams, but . . .
78% of customer service pros say remote work has made their job harder
Rachel Lane Medallia CX
Medallia solutions principal offers ideas on closing skills gaps revealed in CSPN report
Rackspace application CX
Nearly half of IT pros rank CX above security and tech strategy
Nearly half of consumers say they’re spending more time researching online purchases
Sitel Group driving customer loyalty
Sitel study shows less than half of consumers feel brands’ CX strategies are working