451 Alliance - formerly ChangeWave Alliance

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Planned Tablet Buying
Tablet purchasing is set to experience a seasonal post-holiday slowdown, with only 3% of respondents indicating they were planning to buy a tablet over the next six months. This is lowest reading for planned 6 month buying in a ChangeWave survey since it’s peak in 2013.

Customer Experience Barriers
Respondents were asked to identify the barriers their organizations faced when trying to improve the customer journey. Keeping up with rising customer expectations (35%) has proven to be the biggest hurdle. After that two biggest impediments were from behind the scenes: dealing with the complexity of existing legacy applications (26%) and difficult to find talented/skilled workers (26%).

Who’s In-Charge of CXC?
Customer service (35%) is the department most cited as being primarily responsible for customer experience. Notably, when we change the frame of that question to be about “influence” instead of “responsibility”, we see sales departments (25%) exert more influence than their level of responsibility.

About 451 Alliance

Our industry-leading surveys provide a peek around the corner on trends in consumer and business technology buying plans, as well as the direction of the overall economy.

The intelligence gathered from our 451 Alliance surveys is delivered back to our members – giving them access to critical research and insight well ahead of other available sources.

About Our Members

Our members are a select cross section of business and technology professionals – along with early adopter consumers – who work in companies across a range of industries.

Key Research Topics

Smartphones

Tablet and PC Buying

Smart Homes

Streaming and OTT TV

Wearable Technology

Mobile Payments

Connected Cars

Traditional TV and ISPs

Consumer Spending and Commerce

Quarterly Business Trends

Corporate Software and IT Spending

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A message from 451 Research

A special thanks to our 451 Alliance members for making this program so successful. Our consumer and business research keeps 451 Alliance members 'in-the-know' about the technologies and trends affecting the world around us. Kudos for being a member of this highly prestigious organization!