November 13, 2017 |

Gartner anticipates greater expectations and challenges for CX professionals in 2018

Almost half of marketers responsible for customer experience (CX) have established the relationship between CX and business outcomes, according to a new study by Gartner Group. So, it’s not surprise... Read More

November 9, 2017 |

A 5-step model for CX excellence in energy and utilities (report)

As energy and utility providers face technology and market disruptions, they are increasingly looking to customer experience (CX) as a way to meet rising expectations, drive efficiency and agility, and... Read More

September 19, 2017 |

What’s driving satisfaction for today’s retail banking customers (Report)

  Younger consumers are far more excited about mobile banking apps than managing their money with a retail bank or credit union. On top of that are new expectations for fintech thanks to advances in technology and changing behaviors. It begs... Read More

August 29, 2017 |

A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) 

We live in an era of divided opinions, much of which was amplified in the last presidential election. You need only glance at news headlines on any given day for confirmation. And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research. Read More

August 7, 2017 |

Retailers face greater consequences from dissatisfied desktop customers (research) 

Attention retailers: Consumers who fail to accomplish a task when visiting a retail website on a desktop are less satisfied than those who visit from a smartphone, according to new research from ForeSee.... Read More