Adapt and evolve with today’s customers
The TP Business Insights Lab analyzes and converts customer data into business insights that help clients understand and anticipate customer needs.
Adapt with customers as their needs and expectations change. Build better connections, and understand how customers engage and experience brands in a digitally evolving world.
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Global Insights Survey
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MIT Technology Review Insights: Scaling live support with AI
Companies are transforming support teams by using Generative AI to handle repetitive tasks, allowing agents to focus on customer relationships and loyalty. Success goes beyond advanced tools, it’s about enhancing human performance and empathy. This MIT Technology Review Insights report explores how AI boosts emotional intelligence to improve experiences for customers and employees.
Understand customer behavior
Global Insights Survey
Discover the new channels consumers prefer and use, and gain insights into how customers perceive brands. Improve customer interactions through the TP Business Insights Lab's Global Survey.
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Infographic: Keeping up with the evolving customer
In its Global Insights Survey, the TP Business Insights Lab reported key insights that can help organizations understand and anticipate the evolving customers' needs
Infographic: Keeping up with the evolving customer
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Key takeaways
Satisfaction with contact options increases loyalty by 41%.
Top channels with the highest satisfaction score:
1. Mobile App
2. Instant Messaging
3. Chat with a Live Agent
One-third of shoppers are willing to pay more for a product or service if it came with better customer service from brands.
Customers dissatisfied with their last interaction expressed 31% lower intention to remain or repurchase than those not contacting.
Top 5 countries with the highest adoption:
1. India
2. Turkey
3. Brazil
4. China
5. Mexico
18% of consumers experienced fraud or personal information theft attempts associated with their brands, causing a 8% decrease in loyalty.
Nearly two-thirds of metaverse users would like live experts to support them in the future.
68% of the active population prefer a hybrid or fully remote work model. Remote work did not disappear: 37% of remote-able workers wouldn’t stay or accept a job offer if they didn’t like the work model.
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