Resource Type: Reports

CX Landscape Report

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...

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...

2023 Consumer Trends Index

2023 Consumer Trends Index Listening to consumers is more important than marketing to them. And with a looming pan-European recession,this has never been more pertinent. That’s why we surveyed over 7,000 consumers in Europe on everything from what channels they like to...

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...

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...

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...

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...

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...