Industries Market Research Reports

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  1. 09 Dec 2021  |  Global  |  Customer Research

    Digital Trends in the BFSI Industry Amidst COVID-19 and Beyond

    Banking, Financial Services, and Insurance Customer Perspectives

    The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...

    $4,950.00
  2. 06 Dec 2021  |  North America  |  Customer Research

    The Changing State of Retail Customer Care

    Growth Opportunities Rise in the Dynamic North American Retail Market

    The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

    $4,950.00
  3. 21 Oct 2021  |  Europe  |  Customer Research

    Impact of COVID-19 on Healthcare Contact Centers

    Acceleration in WAHA, Self-Service & Cloud Investments

    The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

    $4,950.00
  4. 05 Oct 2021  |  North America  |  Customer Research

    Global Customer Perspectives on Contact Center Trends by Country

    Impact of COVID-19 on Top Contact Center Markets

    Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...

    $4,950.00
  5. 31 Aug 2021  |  Asia Pacific  |  Customer Research

    Navigating Digital Transformation Through COVID-19 and Beyond, Asia-Pacific

    Businesses Accelerate Digital Transformation Projects and Leverage Flexible Cloud Services to Enable Faster Return to Growth

    This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employe...

    $4,950.00
  6. 31 May 2021  |  Asia Pacific  |  Customer Research

    Indonesian Banking Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

    $4,950.00
  7. 28 May 2021  |  Asia Pacific  |  Customer Research

    Indonesian Telecommunications Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. Frost & Sullivans Customer Experience Management study on the countrys telecommunications sector explores how customers perceive their...

    $4,950.00
  8. 07 May 2021  |  Asia Pacific  |  Customer Research

    Customer Experience Management Study—Malaysian Banking Sector 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...

    $4,950.00