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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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March, 06 2020

Zendesk - Help Your Customers Help Themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More

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March, 03 2020

What Customers Want from Brands in 2020

Customer expectations are a moving target. New technologies, products and business models and an increased awareness of corporate ethics are forcing brands to rethink how they engage with today’s empo[...] Read More

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February, 28 2020

Insurers Under Pressure to Improve Customer Experiences

With customers increasingly demanding fast, convenient insurance quotes, the industry’s data leaders are feeling the pressure to develop products, services and experiences fit for the modern age AI-dr[...] Read More

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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, 10 2019

Why Data Leaders Should Prioritize Customer Insights

There’s almost no limit to what you can do with data-driven technologies. From combing the night sky for habitable planets to finding overlooked discoveries in old scientific data, the potential appli[...] Read More

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