Although higher than pre-pandemic levels, the levelling of online activity since Wave 2 of Experian’s Global Insights Report (mid-September 2020)
The opt-out rate for mobile app tracking will decline from 85% in 2021 to 60% by 2023 as consumers gain
Technology will be the cornerstone of brands that try to re-establish relationships with customers and consumers in a new version
By 2026, 75% of customers who call customer service and support organizations will do so out of loneliness, not because
Gartner defines data governance as the specification of decision rights and an accountability framework to ensure the appropriate behaviour in
There is a global trend towards a reduction in physical bank branches as banks look for ways to lower operating
“As retailers adapt to changing consumer behaviours and strive for transformational growth, it is critical for them to consider how
After two years, it only took a global pandemic, turbulence, and uncertainty, for firms in Asia-Pacific to proactively address changing
Sixty-four per cent of customer service and support (CS&S) leaders report “grow the business” is their most critical priority in
It is said that modern insurance can trace its roots at the Greater Fire of London in 1666, and the
Forrester’s CX Index benchmarks the CX quality of brands and is based on a survey of more than 5,000 Australian
“COVID-19 has fundamentally changed how businesses operate and how consumers interact with those organisations,” said Joy Corso, chief marketing officer
