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.

EXPERT INSIGHTS

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.

MIT Technology Review Insights - Scaling Live Support With AI White Paper cover
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.

LEARN ACTIONABLE INSIGHTS

Key takeaways

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Satisfaction with digital channels
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
Differentiation through service
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.
Mobile app adoption varies by country
Top 5 countries with the highest adoption: 1. India 2. Turkey 3. Brazil 4. China 5. Mexico
Exposure to fraud threats business
18% of consumers experienced fraud or personal information theft attempts associated with their brands, causing a 8% decrease in loyalty.
Metaverse users need support too
Nearly two-thirds of metaverse users would like live experts to support them in the future.
Workers prefer remote or hybrid
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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Contact us to learn more about the TP Business Insights Lab.