research 
Adrian Swinscoe
APRIL 23, 2024
About a year ago, I spoke to Luc Dammann, President EMEA at Adobe, about some new research that Adobe had just published. The research found that […] The post New Adobe research: Generative AI is changing what consumers expect from brands first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 10, 2023
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.
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Adrian Swinscoe
SEPTEMBER 10, 2023
In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe. It’s not been a great couple of months for customer experience.
C3Centricity
MARCH 25, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! According to research by BurtchWorks , 20.7% of researchers changed jobs after an average of 3.1 Why is this? They therefore make the perfect target for sweeping reductions.
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! JUST RELEASED!
Adrian Swinscoe
JUNE 6, 2022
The post New research finds that customer service agents are abusing customers first appeared on Adrian Swinscoe. At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […].
C3Centricity
MARCH 21, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! According to research by BurtchWorks , 20.7% of researchers changed jobs after an average of 3.1 Why is this? They therefore make the perfect target for sweeping reductions.
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings.
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New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. JUST RELEASED! Soft skills training stands out as a priority area of investment and/or improvement.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!
Advertiser: Vanilla Forums
So, we have researched what customers truly want in a customer experience, and how community can serve that. This whitepaper will outline our research and thoroughly explain how a community can become the customer hub of your company. Though we see this as an obvious connector, we realize that not everyone will.
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Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience! Only 66% of customers agree.
Advertiser: Vanilla Forums
Customer Communities Elevate the Customer Experience. Online communities provide a wealth of benefits for organizations; they impact a variety of customer activities, boost engagement, and provide a range of transformative business services. In short, a well-maintained community will provide immense brand value and elevate the customer experience.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
He will share with you: Market research on the shifting labor market. These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement. How to apply 2023 technology trends to your company's current demands.
Speaker: Emily Tate, Managing Director at Mind the Product
How can we quickly make deeply-researched decisions on multiple topics, every day? And within that range, we’re told we need to move faster, and that our decisions need to be evidence-driven and well thought out. This can feel incredibly overwhelming. The truth is, not all decisions are created equal.
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