Resource Type: Reports

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...

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...

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...

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...

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...

COVID 19 Consumer Behaviour Research

COVID 19 Consumer Behaviour Research Given all the changes happening about COVID-19, the uncertainty and lack of clear information, we have decided to have a closer look at this topic, aiming to shed some light. To go out and ask...

The 2020 CX Industry Report

The 2020 CX Industry Report When business is human, insights drive innovation. Exclusive report from UserTesting reveals that despite the clear importance and impact of great CX, there’s still work to be done when it comes to making business more human. Key questions...

CX Maturity Index

Global CX Maturity Report We are delighted to be partnering with the European Customer Consultancy and its Founding Director Olga Potaptseva in bringing to you a Global CX Maturity report. Over 70 CX professionals across the world provided their views...