Consumer Electronics

Consumer-oriented devices containing an electronic circuit board; examples include televisions, digital video recorders, smartphones, and digital cameras.

Latest Research

  • For Customer Experience Professionals

    REPORT: At A Glance: Master Digital Voice Experiences

    A Digital Voice Experience Series Report

    March 27, 2019 Jennifer Wise

    Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of these voice experiences fail to meet customer expectations. This report is a one-page overview graphic for customer experience (CX) professionals that highlights the key themes, frameworks, and new approaches companies should take to master digital voice experience design. It also includes links to our more in-depth research reports in this series.

  • For Customer Experience Professionals

    REPORT: Digital Voice Experiences

    A Digital Voice Experience Series Report

    March 27, 2019 Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are piloting voice interactions with the hope of launching the next killer Alexa skill, for example. But beware: Most voice experiences today fall short of customer expectations. This report examines each of these factors and explains how customer experience professionals must deepen their knowledge and adapt their processes to deliver winning voice interactions.

  • For Customer Experience Professionals

    REPORT: How To Design Digital Voice Experiences

    A Digital Voice Experience Series Report

    March 27, 2019 Jennifer Wise

    Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa skill or redefine the customer relationship will be dashed if they don't ground their strategy in customer insights and if they rely on the processes they've always applied to experience design (XD), unchanged. This report explains how CX pros should adapt their XD process to prioritize and maximize the impact of the voice experiences they pursue.

  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    March 4, 2019 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For CIO Professionals

    REPORT: The CIO's Guide To CES 2019: Leading Indicators For New Tech Challenges And Collaboration

    CES Was A Showcase Of Connected Experiences And Products

    February 6, 2019 Frank E. Gillett

    CES provides a wealth of information and technological possibilities. Digital leaders should monitor the tech trends showcased each new year to help anticipate an array of diverse innovations across the company. CIOs: Read this report to understand the tech highlights from CES 2019 that will soon infiltrate your business, gain examples of how new tech is playing out across functions, and understand how your teams should help support these new trends.

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