Resource Type: Reports

What the Future Holds for CX Organizations 

What the Future Holds for CX Organizations Consumer expectations have completely transformed during the pandemic, and the labour shortage means service teams need to do more with less. Businesses’ biggest challenges are also their biggest opportunities, so they must look at...

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The Future of CX: 2022 Middle East and Africa 

The Future of CX: 2022 Middle East and Africa  According to Freshworks latest research, 80% of buyers are more likely to make a purchase when brands offer personalized experiences. Physical constraints and other consequences due to pandemic took consumers to digital...

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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,...

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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...

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2021 Talkdesk global contact center KPI benchmarking report

2021 Talkdesk global contact center KPI benchmarking report The global repercussions of COVID-19 permanently changed the way we behave, work, and think about the future. And the dust hasn’t settled yet: countries are still healing from the direct or indirect...

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Customer Support Trends 2022

Customer Support Trends 2022 How do global leaders plan to ensure success in 2022? For more than a half of leaders, the critical signals of the success of their customer Support operations are customer retention, customer satisfaction (28.4%) and return on...

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Calabrio’s State of the Contact Centres 2021

Calabrio’s State of the Contact Centres 202 Calabrio’s State of the Contact Centres 2021 report found that more than three in four contact centres made full or partial moves to the cloud. An astounding 68% of those cloud migrations happened over...

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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...

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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...

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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...

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