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Industry Research

We publish lots of great research papers and findings – some from our own research, others from leading research firms around the world. Research is shown in order of date published with the most recent showing first.

Interested in contributing Research Findings? Submit Them Online Here


Showing 1 to 15 of 930 Industry Research


Refashioning Working Practices the Financial Services Sector
Steven Perrins talks about how Financial Services will adjust to hybrid working practices now offices are reopening.
uk flag - Published: September 6, 2021
WorkForce Software Partners with SAPinsider, IBM and eightfold.ai on Global Survey
When compared to two years ago, 65% of those surveyed put a greater organizational focus on employee experience
us flag - Published: September 3, 2021
TCN Consumer Survey Finds Americans Prefer to Interact with a Live Person When Dealing with Customer Service Reps
TCN’s inaugural survey, “Consumer Insights about Customer Service,” provides a detailed look at Americans’ attitudes about dealing with contact centers and customer service
us flag - Published: September 1, 2021
TCN Consumer Survey Finds Americans Overwhelmingly Prefer to Interact with a Live Person When Dealing with CS
TCN’s inaugural survey, “Consumer Insights about Customer Service,” provides a detailed look at Americans’ attitudes about dealing with contact centers and customer service
Author: TCN
us flag - Published: September 1, 2021
92% of Higher Education Leaders Say Microcredentials Support Institutional Competitiveness 
New study from Modern Campus and UPCEA highlights the opportunity for colleges and universities to improve enrollments and student workforce readiness 
canada flag - Published: August 25, 2021
40% of High School Students Will Lose Interest in a College After a Poor Website Experience
New survey from Modern Campus and Ruffalo Noel Levitz highlights importance of personalized website experiences to prospective student engagement
canada flag - Published: August 23, 2021
White Lies Leave UK Companies in the Dark
Now a new survey has quantified what might be described as “traditional British reserve”, and in doing so, revealed a huge dilemma for British businesses.
Author: MaxContact
uk flag - Published: August 20, 2021
9 in 10 European Executives are Now Looking to AI to Improve CX, New Survey Reveals
Independent research commissioned by Odigo shows that industry leaders believe AI will significantly improve CX offerings, but the growing skills gap threatens adoption 9 in 10 European executives are now looking to AI to improve CX, new survey reveals
Author: Odigo
france flag - Published: August 11, 2021
Deloitte Digital Research Determines Contact Centers Will Become Experience Hubs for Brands in 2021 and Beyond
New 2021 Global Contact Center Survey identified that leaders see customer experience as the most important strategic focus for contact centers, which are poised to become the heart of digital business operations
Author: Deloitte
us flag - Published: August 9, 2021
Quantifying Cybersecurity Culture: New Study Links Employee Sentiment to Security Posture
New framework and data reveals significant variation in security culture across industries and departments, guidance on how to quantify security culture
Author: Infosec
us flag - Published: July 30, 2021
Consumers Face Challenges Using Chatbots to Resolve Queries: Report
A survey report states that though 97% customers admitted using a chatbot online, more than half the customers said chatbots did not understand the queries
Author: WATConsult
india flag - Published: July 28, 2021
New Verint Research Reveals a Shift in Consumer Banking Trends During the Pandemic
Despite a Proliferation of Channels and Growing Adoption of Micropayment Apps, Trust and Security Remain Pivotal Customer Experience Components
Author: Verint
us flag - Published: July 28, 2021
Sevis Systems Reports Unanswered Calls Cost U.S. Contact Centers $685M per Day
Research reveals impact on customers and businesses requires shift in contact center strategies
us flag - Published: July 21, 2021
Invoca Report Finds Most Consumers Want to Call Businesses, but Only Half are Satisfied with the Experience
Study finds long hold times, rerouting and agent repetition can deter customers from completing purchases
Author: Invoca
us flag - Published: July 19, 2021
American Consumers More Likely to Rave About Good Customer Support Experiences Than Complain About Bad Ones
Just 1-3 'poor' support experiences will kill brand loyalty, say 71% of American consumers in a survey commissioned by Mitto around the impact of positive customer support interactions and how to satisfy today's consumer
Author: Mitto
us flag - Published: July 19, 2021

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