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The State of the Shopping Apps Report for 2022


According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into account doesn’t stop there. Our shopping apps performance report includes. Download the full shopping apps report to find out why.

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Birdeye ranked #1 in G2’s Online Reputation Management Fall 2023 Report


We are thrilled to announce that Birdeye has been recognized as the #1 solution in G2’s Fall 2023 Online Reputation Management Grid® Report. G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. Provide avenues to solicit new online reviews.

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Introducing Intelligent Insights Reports


Comprehensiveness and Completeness in the Reporting of your Telecom Infrastructure. There are two very important aspects to consider when it comes to the reporting of your telecom infrastructure: comprehensiveness and completeness.

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EyeforPharma CX Report


While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1]. Read the full report here. The post EyeforPharma CX Report appeared first on StoryMiners.

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NEW! 2023 State of CX Research Report Just Released!

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. JUST RELEASED! Only 66% of customers agree.

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Automatically generate impressions from findings in radiology reports using generative AI on AWS

AWS Machine Learning

Radiology reports are comprehensive, lengthy documents that describe and interpret the results of a radiological imaging examination. It often takes years of training for doctors to accumulate enough expertise in writing concise and informative radiology report summarizations, further highlighting the significance of automating the process.

Report 116
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Report: Five Steps For Building A Strong CX Metrics Program

Experience Matters

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program. The post Report: Five Steps For Building A Strong CX Metrics Program appeared first on Customer Experience Matters®.

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The State of Customer Experience 2023 Research Report

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!

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2020 Database Strategies and Contact Acquisition Survey Report

This report aims to highlight the current state of B2B database and contact acquisition strategies and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond. As buyer expectations to receive this type of relevant engagement continues to heighten, database management strategies are of high importance.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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!

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Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

Those implementing a B2B sales and marketing intelligence solution reported that they have realized 35% more leads in their pipeline and 45% higher-quality leads leading to higher revenue and growth. However, organizations are fighting back - and winning.

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How to Leverage the Top CX Trends of 2023

From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond. The Report also features some great tips on what you can do to leverage these trends in your business. Want to know where CX is heading in 2023?

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The Health of the Contact Center: Are You Ready for 2019?

This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

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!

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Read the report to find out what was uncovered. To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies.