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16 Dec 2021  |  Global  |  Customer Research

Impact of Mobile Devices and Apps on Customer Experience (CX)

Customer Perspectives on Excelling in CX in a Mobile World

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With over 90% of customers using smart mobile apps as a customer experience (CX) channel, companies across industries must deliver excellent customer care on mobile devices. They must also ensure that mobile apps are part of their omnichannel strategy. This study gives insights to CX companies on mobile app usage. The pandemic has accelerated ...

12 May 2021  |  Global  |  Customer Research

Investing in Communications and Collaboration Tools to Empower Frontline Workers

Enhanced Frontline Worker Productivity Can Boost Company Growth and Customer Satisfaction

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Estimated at approximately 2.7 billion globally, frontline workers represent a considerable untapped market and growth opportunity for communications and collaboration solution providers. For decades, the enterprise communications market has focused much of its collective attention on the carpeted office and knowledge worker segments. While commu...

29 Jan 2020  |  North America  |  Customer Research

Voice of Customer Analysis on Connected Car Services in the United States, 2018

Flexible Access to Telematics Services will be the Preferred Subscription Model in Future

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This study seeks to evaluate the current usage of connected car applications such as digital assistants, online infotainment services, telematics services, navigation services, and data-enabled services in the United States. It also focusses on customer analysis bifurcation by vehicle segment, brand, and customer preference. The study seeks to high...