As a Senior Research Associate in the Customer Experience & Commerce Channel at 451 Research, Haley Brown contributes coverage to a range of customer experience software markets including mar-tech, sales, digital commerce and customer service from both a qualitative and quantitative perspective. She also contributes to the design and writing of consumer and enterprise insight-driven survey products, VoCUL (Voice of the Connected User Landscape) Connected Customer survey and VotE (Voice of the Enterprise) Customer Experience and Commerce survey.
Prior to joining 451 Research in 2018, Haley graduated from Suffolk University with a BS/BA in Global Business and Marketing and is fluent in German.
Combining 451 Research's industry-leading analysis with a panel of mid-level and senior professional decision-makers, Voice of the Enterprise: Customer Experience & Commerce, Digital Transformation tracks the disruption occurring in the market and exposes the major opportunities for enterprises, IT vendors, suppliers and investors. This survey wave was completed in April 2019.
The vendor has looked to inorganic growth to deepen its core capabilities, acquiring content personalization and analytics vendor idio in November 2019, followed by its purchase of B2B commerce platform provider Insite Software Solutions to close out the year.
451 Research's Voice of the Connected User Landscape (VoCUL) conducts a population representative survey of US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. Topics covered in our connected customer end-user survey include spending and shopping expectations, adoption and usage of connected experiences, tracking of the ideal customer experience, digital payment utilization and preferences for online vs. in-store shopping experiences. It also includes tracking of millennials and other age groups, customer service behaviors and demand for new customer touchpoints. The Q1 2020 survey was fielded January 3-24, 2020 among approximately 5,000 respondents.
451 Research's Voice of the Connected User Landscape (VoCUL) conducts a population representative survey of US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. Topics covered in our connected customer end-user survey include spending and shopping expectations, adoption and usage of connected experiences, tracking of the ideal customer experience, digital payment utilization and preferences for online vs. in-store shopping experiences. It also includes tracking of millennials and other age groups, customer service behaviors and demand for new customer touchpoints. The Q1 2020 survey was fielded January 3-24, 2020 among approximately 5,000 respondents.
Digital platforms and new IoT endpoints continue to proliferate, resulting in new and emerging channels of engagement. The potential for always-on access is redefining the way brands and businesses engage, communicate and transact with their customers and prospects. It's also leading to an increasingly complex and inextricably intertwined ecosystem of vendors and service providers. Businesses are charged with navigating this market complexity to deploy new digital platforms and services that ensure data, insights and key technologies connect consumers with the seamless experiences that they desire.
Combining 451 Research's industry-leading analysis with our Leading Indicator and Population Representative panels for an accurate view of key trends, Voice of the Connected User Landscape: Endpoints & IoT, Consumer Smartphone Trends tracks mobile device manufacturers, operating systems and purchase plans. We track shifts in future buying behavior, purchasing details and customer satisfaction. Fielded in Q1 2020, this survey tracks changes in purchasing as newly imposed restrictions across the country went into effect, closing many non-essential businesses to limit the spread of COVID-19. Purchasing smartphones in-store has long been the preference, with 55% of current smartphone owners having purchased their device in-store, while an additional 5% purchased online and picked uptheir device in-store. This survey helps to gauge the initial reactions to COVID-19-related store closuresand the potential implications on future smartphone purchases.
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