2015 Benchmark Multichannel 
Eptica
JANUARY 22, 2016
Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).
COPC
JANUARY 3, 2016
is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. The post COPC Inc.
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Eptica
OCTOBER 30, 2015
Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Therefore every brand, irrespective of sector, needs to benchmark themselves against the best and continuously innovate to win and retain customers. What makes customer experience difficult?
Eptica
NOVEMBER 16, 2016
In 2015 he examined the difference in revenue growth between pairs of similar US businesses in five sectors (cable communications, airlines, investments, retail and health insurance). In 2016 this initial study was expanded , examining company CX and sales performance for companies in the same five sectors between 2010 and 2015.
Avaya
DECEMBER 1, 2016
Integrate Multichannel Customer Contact into Your Strategy. An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Drive an Efficient Experience with Skills-Based Routing.
NICE inContact
NOVEMBER 12, 2019
multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. With multichannel, the customer would have to end the chat session, then call in to speak to a live agent.
COPC
MAY 23, 2016
and Execs In The Know provided a detailed readout and analysis of the 2015 Customer Experience Management Benchmark (CXMB) survey results, with select findings from both the consumer and corporate editions of the survey. At both workshops, COPC Inc.
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