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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 1092 Industry Research Study Unveils Growing Confidence in AI-First Automation Among North American Customer Service Executives
84.5% of respondents plan to or are already using AI in their customer service operations and contact centers
us flag - Published: July 19, 2024
Eckoh Research Reveals US Consumers’ Concern Over Home-Based Contact Center Agents Posing a Risk to Their Data Security
First-party research reveals that consumers will shop around if brands fail to meet their data security and privacy expectations
Author: Eckoh
us flag - Published: July 12, 2024
Coveo's 2024 EX Industry Report Highlights GenAI's Potential to Transform Digital Workplaces and Boost Employee Proficie
Survey of 4,000 U.S. and U.K. employees finds more than 40% think GenAI can help them find things faster and personalize their intranet use
Author: Coveo
us flag - Published: July 10, 2024
BPO Industry Report Says Africa is Becoming Global CXM Hub
New data in a report by Everest Group and CCI highlights the continent's untapped potential in the CXM sector.
southafrica flag - Published: July 8, 2024
NICE’s Inaugural International Happiness Index Finds 78% of People Think Leveraging AI Makes Happier Customers
While 66% of Americans are fundamentally happy only 36% are happy with the state of customer service, signaling major opportunity for businesses to use CX AI to fill the gap
Author: NICE Systems
us flag - Published: July 5, 2024
Study Shows Sustainability Advantage for Omnichannel Retailers
Researchers found that providing consumers with sustainability information during their online orders could lead to an increased demand for in-store pickups versus home deliveries.
us flag - Published: July 3, 2024
New Genesys Report Highlights Millennials’ Influence on Global Customer and Employee Trends
The report delves into the intricate dynamics of four distinct generations — Generation Z, millennials, Generation X and boomers — to help businesses understand the evolving preferences and needs of today’s consumers and workforce.
Author: Genesys
us flag - Published: July 1, 2024
Twilio Report Reveals Ethical Use of AI Will Be a Competitive Business Advantage
Consumer demands shift business leaders' focus to predictive, emotionally intelligent and customized engagements
Author: Twilio
us flag - Published: June 26, 2024
Forrester’s 2024 US Customer Experience Index: Brands’ CX Quality Is At An All-Time Low
Only 3% of companies are currently customer-obsessed and put their customers’ needs front and center
Author: Forrester
us flag - Published: June 21, 2024
Independent Study Reveals Marketers Must Orient Around Customer Value to Win in The Era of AI
A commissioned study, conducted on behalf of Zeta Global, finds that most organizations track customer lifetime value (CLV), but few apply it to their marketing strategies and tactics
Author: Zeta Global
us flag - Published: June 19, 2024
Discover® Global Network Study Shows Consumers are Less Likely to Interact with a Business Due to a Poor Payment
Improved payment experiences are vital to merchants, with 94% considering payments a strategic priority
us flag - Published: June 7, 2024
New Invoca B2C Survey Shows Revenue Undermined by Poor Sales and Marketing Alignment
New data reveals that 90% of B2C marketing and sales leaders cite team alignment as key to growth, yet only 10% actually achieve it.
Author: Invoca
uk flag - Published: June 5, 2024
Canadian Retailers Enhancing Customer Experience Through Generative AI, Finds KPMG in Canada Survey
Retailers say they must invest in generative AI to compete, and many are already using it for fraud detection, inventory management and personalizing the shopping experience
canada flag - Published: May 29, 2024
Navigating the Intersection of Data and Privacy in the AI Revolution
AI has heralded in unprecedented innovation for contact center organizations. But, alongside that innovation comes concerns about data privacy.
us flag - Published: May 27, 2024
CleverTap's 2024 Market Research Report Unveils that Brands Implementing Higher AI Adoption See Boost in Conversions
CleverTap, an all-in-one engagement platform, released its market research report on “The AI Edge in Customer Engagement”.
Author: CleverTap
uk flag - Published: May 22, 2024




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