Themes

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...

20 May 2019  |  Global  |  Customer Research

IoT in Pumps—2018 End-user Feedback on IoT Implementation and Challenges

End-user Analysis on the Market Receptiveness towards IoT Asset Monitoring Solutions

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Key Issues Addressed

The onset of the Industrial Internet of Things (IIoT) is transforming the entire manufacturing ecosystem by redefining the production process, supply chain, and end-product delivered to the customers. The business environment is turbulent due to uncertain economic conditions, a shift in customer preferences towards custom-made products, fluctuating...

eCommerce has remained a continuous growth story since the new millennium. In 1999, eCommerce accounted for less than 1% of US retail sales. This figure rose to about 8.4% by the third quarter of 2016. Behind this growth trajectory are the driving forces of ubiquitous connectivity and of increasing trust in online retailers. While still only a fra...