Resource Type: Reports

CX Landscape Report

To uncover how organisations are addressing CX challenges, including perceptions on how AI will impact their efforts, CallMiner surveyed 700 contact centre and customer experience leaders across the U.S., U.K. and Republic of Ireland, South Africa, France, and Germany. The results...

CXMStars™ Report

CXMStars™ Report In the following pages reporting on the 2023 edition of CXMStars™, we will be walking you through: CXMStars™ in numbers The ins and outs of the judging panel and their scoring criteria 10 of the CXMStars™ of 2023. We will be sharing...

CX Magazine CX Trends

CX Magazine CX Trends Zendesk’s research has revealed that customers increasingly expect immersive experiences. For the businesses that have responded to those demands, their strategic investments have started to pay off— with 77% of business leaders seeing positive ROI. Using findings...

CX Accelerator Report

CX Accelerator Report Even during times of economic uncertainty, stronger relationships with customers can help companies thrive—which means that no business can settle for good enough service. 64% of companies say that customer service has a direct impact on their business...

The Art and Science of a Conversation

The Art & Science of a Conversation According to Drift’s latest report, in the 2021 year, their customers had over 41 million conversations. They said conversations are 372% more likely to convert to leads when started from a Conversational Landing Page. Furthermore,...

It’s Time to Solve the Customer Experience Trilemma

Consumer Research Report It’s time to solve the customer experience trilemma The question is: how do your consumers feel about the way your business interacts with them? Do they have a trilemma when they are about choosing you? To deliver the best customer experiences Cisco...

Drive Conversational Experiences For A Future-Ready Customer Support Strategy

Forrester Study Drive Conversational Experiences For A Future-Ready Customer Support Strategy The uncertainty surrounding the global pandemic has highlighted the urgent need fororganizations to not only better understand their customers, but also meet and exceedcustomer expectations. Customer support teams in particular...

CRM AND SALES REPORT

CRM AND SALES REPORT CRM is at the heart of customer experience, providing the foundational technology needed to drive engagement and deliver the experiences that keep customers coming back for more. Yet for most companies, the customer view is insufficient—focusing...

How CX Leaders Who Raise Their Game Are Driving Business Success

How CX Leaders Who Raise Their Game Are Driving Business Success All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off. To guide...