Industries

This research service aims to measure the current use and future behavior towards information technology (IT) within Europe, covering the manufacturing, education, financial, government, healthcare, and retail sectors. While companies consider their IT investments, improving productivity ranks by a clear margin, followed by reducing costs, improvin...

The overall objective of this research service was to understand European customers desirability and willingness to pay for advanced telematics and infotainment features. Telematics and infotainment features have a limited influence in the overall vehicle purchase decision. The perceived safety of the vehicle ranks high in markets such as Russia, ...

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

The primary aim of this study is to evaluate European consumer perceptions, understanding, expectations, motivation, and willingness to pay for driver assistance systems and active safety features. Overall, European vehicle owners continue to rank reliability and safety as the most important features when choosing a new car. More than half of vehic...

The overall objectives of this study are to investigate typical attitudes towards fleet telematics (fleet management system solutions), to understand the key feature and service expectations, to explore perceptions and willingness to pay for fleet telematics services, to examine vendor satisfaction and brand perceptions, and to look into vendor con...

This customer research deliverable measures customer attitudes and perceptions regarding new generation infotainment, app concepts and HMI solutions. The demographic is comprised of European vehicle owners who intend to purchase a new vehicle within the next two years. Only qualified respondents, who met requirements set by a screening process prio...