State of The Customer Journey 2022 (CSG)

In 2021, we tracked over 10 billion customer journey interactions—our most of any edition—across a plethora of channels and industries. The State of the Customer Journey 2022 report features insights based on this data, including how voice and text interactions…

2022 CX IQ Index (ActionIQ)

Bridge the Customer Experience Gap What did we learn from surveying hundreds of consumers and businesses about customer experience? The gap between perception and performance is wide. Your customers are clear about what they want. Now it’s up to you…

The State of CRM Data Health in 2022 (Validity)

Everyone agrees CRM data is important. But too many CRM users assume their data is clean and ready for meaningful use. In many cases, they’re wrong. Validity surveyed 600+ organizations around the world and found that user confidence in CRM data…

State of Data 2022 (IAB)

This report surveys over 200 industry leaders across brands, agencies, publishers, ad tech, and data companies and surfaces how the inability to properly capture data and measure success will disrupt the industry. There is still much work to be done…

X Index 2022 (Havas)

Trust, inclusivity, always being of service, and going above and beyond are now major factors in creating the most meaningful customer experience, reports the 2022 X Index from Havas CX, Havas Group’s global customer experience network. The X Index, which…

2022 Trust Barometer (Edelman)

Societal leadership is now a core function of business. We have studied trust for more than 20 years and believe that it is the ultimate currency in the relationship that all institutions—business, governments, NGOs and media—build with their stakeholders. Click…

The Next Generation of Consumer Behaviors (Merkle)

Understanding the changing expectations, interactions, and experiences that drive brand engagement Who runs the world? Consumers. For decades, brands held the power in their relationship with consumers by telling them what products were available and how to purchase them. But…

RFP Response Trends & Benchmarks (Loopio)

Response teams have taken a professional leap forward. Yet, only select companies have higher win rates. In this annual report, learn what top performers do differently to win. We surveyed 811 people involved in responding to RFPs at organizations across…