Plans & Pricing
Does My Company Subscribe?
(% of respondents, 2018 & 2021)
Data is from the January 2019 Capgemini report titled "The last-mile delivery challenge." 2,874 internet users worldwide ages 18+ were surveyed during October-November 2018. 500 executives from grocery retailers and consumer product firms worldwide were surveyed during October-November 2018. All internet users had purchased groceries online at least once in the past six months and were from France (20%), Germany (20%), the Netherlands (19%), the UK (20%) and the US (22%). Retail executives identified their industry as grocery retail with more revenues from physical stores (71%), grocery etailer with more revenues from online orders (12%) and consumer products (17%). Retail executives were from France (12%), Germany (7%), India (13%), Italy (10%), the Netherlands (10%), Spain (11%), Sweden (7%), the UK (14%) and the US (15%). Retail executives identified their role as director (17%), senior director (59%), SVP (6%) and VP (17%).
What Will Be the Most Transformative Application of Innovation for Customer Service for Businesses Worldwide in the Next 5-10 Years? (% of respondents, April 2019)
Which 3 Technology Trends Will Offer the Biggest Opportunity to the Customer Service Department of Businesses Worldwide by 2020? (% of respondents, by region)
Average Response Times of Businesses Worldwide to Customer Queries, by Region, April 2019 (% of respondents)
What Metrics Do B2B and B2C Companies Worldwide Use to Measure ROI? (% of respondents, April 2019)
Top Channels for Customer Service in 2020 According to Customer Service Executives Worldwide (% of respondents)
Customer Experience 2019 (Part 2)—Personalization and Data-Driven Experiences: The Building Blocks of a Better Customer Experience (A 4-Part Series)
Customer Experience 2019 (Part 1)—Audience Segmentation and Targeting: The Building Blocks of a Better Customer Experience (A 4-Part Series)
Amazon Go and the Future of Brick-and-Mortar Retail
Can Amazon Penetrate Canada's Saturated Digital Grocery Market?
Amazon's Marketplace Is Growing, but Most of Its Sellers Are Active on eBay, Too
China No Longer Expected to Overtake US in Retail Sales in 2019 Amid Trade War