Category: Research

A recent study by HostingAdvice.com (2026) reveals that 73% of Americans expect significant disruption to their lives within 24 hours of a major cloud outage. For senior marketing and customer experience (CX) leaders at large enterprises, these findings underscore the immediate and tangible impact such events have on customer…

The University of Phoenix Career Optimism Index® 2026 Study (April 2026) reveals that Artificial Intelligence (AI) is rapidly transforming worker confidence, skill development, and career mobility. While employees are independently embracing AI to enhance their capabilities, many organizations are struggling to adapt at the same pace, creating a measurable…

The CommerceIQ Pre-Prime Day Pulse Report, examines key trends and provides actionable insights for senior marketing and CX leaders aiming to maximize performance and mitigate risks during peak sales periods.

According to Adobe’s 2026 Creators’ Toolkit Report, based on a global survey of over 16,000 creators, a significant 87% of those leveraging creative AI report accelerated business or audience growth. This finding signals a critical juncture for enterprise marketing and CX leaders: creative AI is not merely a tool…

The Accelerating Impact of AI on Campus and Branch Networks, new research from Cisco and Foundry reveals a critical challenge: a widening gap between AI ambition and current network readiness. Despite acknowledging the need for modernization, even aggressive AI adopters report that their campus and branch networks are not…

Customer experience (CX) is evolving rapidly, driven by advanced technology and heightened customer expectations. This shift demands a corresponding evolution in how enterprises leverage outsourcing partnerships. The traditional model, focused on cost containment and capacity augmentation, is no longer sufficient. Senior CX leaders are now tasked with transforming outsourcing…

The Liveops 2026 Resolution Gap Report reveals that despite the perceived speed of AI-powered CX, customers prioritize comprehensive issue resolution and seamless human escalation over mere interaction velocity.

New research from Pega, conducted with Savanta and surveying over 500 global business and IT leaders who have implemented agentic AI, reveals a clear pattern: success is not determined by technology alone. Instead, it hinges on how organizations redesign their operations around AI. While AI adoption is high, maturity…

The Qualtrics 2026 EX Trends Report, based on insights from over 33,000 employees across 24 countries and multiple industries, highlights key areas demanding attention from senior marketing and CX leaders. This analysis focuses on how to leverage employee adaptability, govern emerging technologies, and invest in foundational employee groups to…

The Global CMO Survey Report 2026 by Comviva reveals that while 90% of organizations increased AI investment in the past two years, only 12% can rigorously measure the revenue AI generates. This disconnect, termed the “AI Efficiency Divide,” indicates a structural challenge requiring a fundamental shift in how enterprises…