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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 1064 Industry Research


85% of Asia’s Top Retailers to Explore GenAI to Improve Product Data,
Retail Predictions in Asia/Pacific* for 2024 and Beyond Revealed by IDC
Author: IDC
india flag - Published: March 18, 2024
$15 Billion of Australian Online Sales Are Boosted by Omnichannel Experiences
Research from ShipStation and Retail Economics outlines the modern Australian consumer’s shopping journey, reveals new power behind social media and AI
Author: ShipStation
australia flag - Published: March 6, 2024
Infobip's Survey Reveals Americans Are Getting Personal with Chatbots
From Flirting to Friendships, Relationships with AI Are Gaining Popularity
Author: Infobip
us flag - Published: February 26, 2024
UK Businesses Harbour Hidden Digital Transformation ‘Deficit’
More than two thirds (68%) of firms currently delivering digital transformation projects don’t have an overarching data strategy in place, while 70% say they don’t have the infrastructure to effectively collate and manage information and 72% aren’t confident they can protect it once they have it.
Author: City Press
uk flag - Published: February 21, 2024
AI Dominating Customer Engagement Automation Strategies, Necessitating a Pivot to Open Platforms for Contact
A new Verint study reveals only 10 percent of contact center leaders believe telephony will have an impact on CX automation over the next 12 months while 53 percent indicated artificial intelligence (AI) and 23 percent said digital channels will be the driving forces behind their CX automation efforts.
Author: Verint
us flag - Published: February 16, 2024
Vonage Research Reveals 80% of APAC Customers are Likely to Take Their Business Elsewhere Following Poor Experiences
Data highlights ways AI brings 24/7 immediacy, with automation and personalisation, for continuous engagement across diverse communications channels
Author: Vonage
singapore flag - Published: February 7, 2024
United Call Centers: Artificial Intelligence (AI) Will Also Bring Breakthroughs in Customer Service
Available digital systems already offer less waiting time and constant access
hungary flag - Published: February 5, 2024
Customer Focus Fuels SMB Optimism for 2024
Aircall Unveils Key Growth Drivers driving optimism in the first edition of the “Voice of SMBs 2024”
us flag - Published: February 2, 2024
Vonage Research Reveals Nearly Half of Consumers Expect 24/7 Customer Service Support
Data highlights ways AI brings 24/7 immediacy, with automation and personalization, for continuous engagement across diverse communications channels
Author: Vonage
us flag - Published: January 31, 2024
Alexander Group Releases Customer Experience Research Indicating the Behaviors, Practices and Tools of CX Leaders
Behaviors of top-performing organizations result in 23% more effective account penetration, 22% more effective customer retention and 13% higher earnings margins
us flag - Published: January 29, 2024
Puzzel Unveils “The State of Contact Centres 2024” Survey
Comprehensive European survey outlines significant opportunity for European contact centre leaders to adopt CX platform solutions to solve customer journey challenges in 2024 and beyond
Author: Puzzel
uk flag - Published: January 26, 2024
Netcore Cloud Unveils 2024 North American Consumer Benchmark Report
Netcore Cloud, a global MarTech and customer experience company, has released its 2024 North American Consumer Benchmark Report, offering crucial insights into the changing landscape of consumer shopping habits and preferences.
us flag - Published: January 24, 2024
10th Annual Customer Engagement Study Reveals Generational Shifts in How IT Decision Makers Engage with Tech Content
Research finds only 44% of downloaded content offered actionable information for IT buyers in the past 6-12 months 98% of ITDMs took additional actions after seeing technology solution advertisements
Author: Foundry
us flag - Published: January 22, 2024
Report: AI is Having a Significant Impact on Enterprise-level Customer Engagement
According to a new study from MessageGears, 99% of marketers say that using AI has impacted their ability to understand customer preferences and behavior.
Author: MessageGears
us flag - Published: January 19, 2024
Human Interaction in Customer Service Still Preferred Despite Technology Innovations
New Cogito survey finds 46% of consumers prefer to speak to a human agent, but are comfortable with AI-assisted human interactions
Author: Cogito
us flag - Published: January 5, 2024

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