With CX playing such a make-or-break role in brand and customer loyalty now, unified customer experience management (Unified-CXM) platform Sprinklr recently unveiled its Industry Benchmarking Reports for Digital Unified-CXM. The research surveyed more than 1,500...
As consumer spending is set to eclipse last year’s record numbers, retailers are under enormous pressure to deliver a seamless shopping experience amid rising concerns of supply chain disruptions that have and will impact inventory, according to new research from...
“When I was a kid, I would go to the library and get stuck in there,” says Michelle Egan from her office in Anchorage, Alaska. “Not because I would sit down and read a book, but because I would go from section to section, learn a little something about each and then...
The past 18 months have necessitated some serious pivoting, agility and other forms of on-the-fly innovation from brands and businesses as consumer engagement, business models and the world in general were turned on their heads. But it may now be paying off for the...
Although in-person events are returning, uncertainty with COVID-19 remains and events are not likely to return to as they once were in the pre-COVID era—nearly seven in 10 (69 percent) respondents in a new survey from virtual/hybrid event platform Hubilo agree that a...
Communications agencies got back on their feet in 2021 after a deflating 2020, but this is no time for marketing and PR firms to rest on their laurels, according to a newly released agency survey and report from marketing business development firm RSW/US. This year's...
In the wake of several converging cultural and social phenomena over the last few years, the role of corporate communications has been forever altered—shifting away from what has traditionally been viewed as a support function towards one increasingly recognized as an...
New research from identity verification and authentication company Onfido explores internet users' relationship to digital services and digital identity—and reveals that businesses have just 10 minutes to set up digital accounts or risk losing consumer trust. The...
New research from comms giant Ketchum exposes a reputational chasm between positive attitudes toward technology and a growing skepticism and increased scrutiny of technology companies' business practices, from both enterprise purchasers and consumers. According to the...
Where will consumers be spending their money this holiday shopping season? That is indeed the looming question during this uncertain year. New research from Intuit suggests small and local businesses will be the big winners in 2021, revealing that 93 percent of U.S....
Even as COVID rates continue to decline and economic growth has resumed in many parts of the world, more than half (56 percent) of people globally believe the worst of the pandemic is still ahead, new annual research from The Milken Institute and The Harris Poll...
When it comes to customer service, the biggest disconnect between consumers and businesses is the desire to solve an issue the first time the company is contacted. This is what customers want, but businesses seem to have different—and contradictory—goals on first...