COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 26% of companies think they are providing a consistent experience when customers engage their companies through a multichannel approach.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. Topics include resolution rates, satisfaction and opinions on artificial intelligence (AI)-powered solutions. Research page.

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Eptica

JANUARY 22, 2016

This is particularly impressive bearing in mind that in 2012 Facebook was at the bottom of the ACSI’s social media category and near the bottom of the overall ranking. Leading in terms of customer satisfaction gains according to the ACSI was Facebook , which improved by 12 percent to achieve a score of 75. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Our annual UK study, which we’ve been conducting since 2012 , evaluates real-world online customer experience. Benchmark against the top performing customer experience leaders in your own and other sectors.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64