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Insights & Research

We draw on the extensive expertise of our global network of senior executives and leaders, combined with the vast industry knowledge of our own research team, to produce valuable premium content with real-world insights to help you keep up-to-date and make strategic, timely, and well-informed decisions.

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February, 10 2020

The Zendesk Customer Experience Trends 2020

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives loyalty. The data is clear: 74% of customers feel loyal to a particular brand or company 52% of custo[...] Read More

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January, 30 2020

Corinium Meets: Quantum Metric Head of Behavioural Research Marina Shapira

Ahead of her presentation at CDAO UK, we spoke with Quantum Metric’s Marina Shapira about predictive analytics, why companies should embrace a culture of experimentation and how CAOs and CXOs can work[...] Read More

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December, 10 2019

The Connected Enterprise Holds The Keys To The King[CX]dom

Navigating A Digital World Read More

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November, 27 2019

The Age of the Customer: How companies transform their customer experience

Time and time again, we hear from our contacts asking to hear about real use cases. We have partnered with Zendesk to share their customer stories. "The customer is always right" is a phrase that Zend[...] Read More

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November, 11 2019

Digitizing Customer Experiences Requires a ‘Human Touch’

Digitization is one of the most popular customer experience (CX) optimization techniques. It involves taking analogue or manual customer interactions and replacing them with digitally assisted or auto[...] Read More

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November, 04 2019

The World Needs Bold Customer Experience Leaders

Customer experiences are stagnating in the US. Read More

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October, 03 2019

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands.  [...] Read More

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September, 18 2019

The Biggest Challenges for a Chief Customer Officer (Volt Bank)

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August, 12 2019

Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information about your customers. It’s absolutely necessary to have a CRM platform that can harness and manage data abou[...] Read More

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August, 02 2019

Are Employees More Important To Your Business Than Customers?

My key focus area is, and has always been, how the customer experience is founded upon the employee experience because I believe that focussing on your employees ultimately benefits your customers. Read More

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