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Original research and benchmarks

Public benchmarks for mid-market DTC customer service are thin. The numbers that exist are enterprise-skewed or vendor-marketed. This pillar publishes the data we have access to, the data we are collecting from our pilots, and the questions we think the industry is not asking yet.

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Title card on a warm parchment background reading: What 55 DTC brands actually run for CX.
Research14 min read

What 55 DTC brands actually run for CX

We checked what 55 mid-market DTC brands actually run across helpdesk, email, returns, subscription, reviews, and the AI layer. The stack pattern is narrower than the vendor market suggests.

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