Reports

Report

Humanize + Optimize The Way You Recognize Every Customer + Contact

Improving digital customer experience (DCX) is now a crucial business issue for brands. Consumers have flocked to digital channels since the start of the pandemic. Too often, they have encounted experiences that don’t satisfy, causing many to abandon transactions and take their business elsewhere. ... More

Report

Authentication Frustration

This report explores one of the biggest impediments to a satisfying digital experience—difficult and frustrating authentication processes. Based on a survey of 2,000 consumers in the United States, Canada, the United Kingdom and Ireland, it shows that a significant majority of consumers are exiting business transaction rather than put up with frustrating authentication processes.... More

Report

Data-Driven Decisioning Powers CX Forward

What’s involved in achieving ideal CX and AI? This report details where the challenges lie in both technology and talent and what steps organizations should take to overcome them. ... More