As an Associate Research Analyst in the Customer Experience & Commerce Channel at 451 Research, a part of S&P Global Market Intelligence , Haley Brown contributes coverage to a range of customer experience software markets from both a qualitative and quantitative perspective. This includes mar-tech and digital commerce with particular focus on data-driven customer experiences, digital content and personalization. She also contributes to the design and writing of consumer and enterprise insight-driven survey products, the Voice of the Connected User Landscape (VoCUL) Connected Customer survey and the Voice of the Enterprise (VotE) Customer Experience & Commerce survey.
Prior to joining 451 Research in 2018, Haley graduated from Suffolk University with a BS/BA in Global Business and Marketing. She is fluent in German.
Results from our latest Vendor Evaluations survey highlight current and future vendors of interest, budget changes due to COVID-19, along with important attributes by category that impacts renewal and advocacy.
Voice of the Enterprise: Customer Experience & Commerce provides you with actionable data and insight to understand the key dynamics driving digital transformation initiatives on the customer experience technology market. 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 tracks the disruption occurring in the market and exposes the major opportunities for enterprises, IT vendors, suppliers and investors. Delivered quarterly, this research provides comprehensive, survey-driven analyst reports with customizable data deliverables. VotE: Customer Experience & Commerce, Vendor Evaluations 2020 was fielded from July through September 2020 and includes approximately 1,570 respondents from a representative sampling of small, midsize and large merchants.
Voice of the Enterprise: Customer Experience & Commerce provides you with actionable data and insight to understand the key dynamics driving digital transformation initiatives on the customer experience technology market. 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 tracks the disruption occurring in the market and exposes the major opportunities for enterprises, IT vendors, suppliers and investors. Delivered quarterly, this research provides comprehensive, survey-driven analyst reports with customizable data deliverables. VotE: Customer Experience & Commerce, Vendor Evaluations 2020 was fielded from July through September 2020 and includes approximately 1,570 respondents from a representative sampling of small, midsize and large merchants.
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 Loyalty & Retention survey was fielded from July 6 to July 22, 2020 among approximately 1,260 respondents.
As we plan for the new normal, gauging long-term behavioral shifts will greatly depend on consumers' attitudes toward, and continued adoption of, new experiences. Depending on the situation, certain segments of consumers will adopt more enduring behavioral shifts, while others will revert to pre-pandemic behaviors. With the rise in digital experiences, businesses are expected to reshuffle the proverbial deck of priorities to implement technologies that drive stickier relationships and competitive differentiation.
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 Trust & Privacy survey was fielded from October 5 to October 23, 2020 among approximately 5,000 respondents.
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