Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

DMG Consulting

MARCH 15, 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. DMG Surveys. I would like to participate in future DMG Surveys.

Benchmark 48

Benchmark Consulting Consulting Surveys 48

Customer Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. We Read More.

Benchmark 50

Benchmark Surveys 50

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. Global Contact Centre Benchmarking Report, Dimension Data 2017. Contact Center and CX Research and Reports. This is the future of customer service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

AWS Machine Learning

SEPTEMBER 11, 2024

In 2017, the landmark paper “ Attention is all you need ” was published, which laid out a new deep learning architecture based on the transformer. The Tensor core, released in 2017, is another NVIDIA proprietary GPU core that enables mixed-precision computing, and is designed to support the matrix math of ML.

Benchmark 102

Benchmark Banking Analytics Big data 102

Customer Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Surveys 53

Surveys Benchmark Customer Experience 53

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Click here. Number of chats. to save time.

Average Handle Time 96

Average Handle Time Benchmark Wait times Metrics 96

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. Please take a moment to check out the 2017 CXMB Series Consumer Edition Executive Summary.

Benchmark 40

Benchmark Customer effort Personalization Customer Experience 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. For example, preference for online chat is climbing.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the findings below, be sure to check out the 2017 CXMB Series Corporate Edition Executive Summary.

Benchmark 40

Benchmark Customer Experience Management Multichannel 40

Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas E. What will these organizations look like?

Customer centricity 65

Customer centricity Benchmark Education Analytics 65

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Interaction Metrics

JULY 22, 2019

In other words, you would expect their patient surveys to be relevant, well-written, and to the point. From what I observe, when it comes to measuring the patient experience, good survey design is rare. Example: Kaiser Permanente Survey. About a day later, I received a request to take a survey.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. are on track to overtake phone interactions by the start of 2017. We do this in many ways, one of which is staying up to date on industry research.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite. is a real jump again.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. For example, preference for online chat is climbing.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. Promotoer.io

Surveys 97

Surveys Analytics Feedback Benchmark 97

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. consumers and 70% of U.K.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e., Wed, 09/06/2017 - 12:52.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Comm100

SEPTEMBER 6, 2022

When visitors initiate a live chat session, they are routed to the agent who is responsible for their region based on their zip code, which they are asked to disclose in the pre-chat survey. The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3. Live Chat Benchmark Report 2022.

Benchmark 91

Benchmark Average Handle Time Best practices Metrics 91

CSM Magazine

APRIL 9, 2018

for excellence in contact center service in 2017. In fact, according to SQM’s benchmarking survey, 95 percent of advisors gave Jackson’s customer service the highest possible rating on the survey. The survey also showed the contact center resolved 90 percent of inquiries in the first call. 31, 2017.

Contact Center 40

Contact Center Benchmark First call resolution Surveys 40

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Customer Experience Matters

DECEMBER 28, 2017

As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. best practice interviews, company surveys, and large-scale consumer studies) to deliver insights about customer experience that shaped the thinking and actions of 1,000s of professionals around the world.

Benchmark 58

Benchmark Best practices Surveys Customer Experience 58

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. In general, the first two — benchmarking and consumer research — are great ways to establish a basic direction and set of operating assumptions. Benchmarking. Customer Surveys. Consumer Research.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed. 49% of all consumers surveyed used phone in their most recent interaction**.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

RichCall

MARCH 21, 2018

Back in September we’ve combined the trends in contact centers for 2017. We also ran a survey about which channels and approaches the companies are using, and which ones they are going to use – here are the results from the 28 responses we got. Which services companies are planning to use, including personality based routing.

Technology 45

Technology Benchmark Contact Center Surveys 45

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. This was not a one off situation. What is happening at the resourcing level?

Benchmark 55

Benchmark Multichannel Best practices Government 55

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. First, map your NPS survey data to each step of the customer journey. Our advice for leveraging your NPS data included two action items.

Surveys 79

Surveys Feedback Benchmark Education 79

COPC

FEBRUARY 2, 2017

Featured Event: February 6 – 8, 2017. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.

Benchmark 40

Benchmark Banking Best practices Surveys 40

Satrix Solutions

SEPTEMBER 18, 2018

What’s more, insights the survey uncovers can be used to develop strategies to improve employee loyalty. Like the traditional the Net Promoter Score system , the eNPS survey measures a person’s likelihood to recommend your company as a place to work and offers insight into the factors impacting the employee experience.

Airlines 74

Airlines Construction Surveys Benchmark 74

Nicereply

FEBRUARY 1, 2022

According to SuperOffice’s Customer Service Benchmark Report , which analyzed the customer service quality of 1,000 companies around the world, 97% of companies don’t even send a follow-up email to customers to find out if they’re satisfied with the response they received, much less solicit feedback in real-time.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations. Utilize live chat features like pre-chat surveys to know what sort of issue your customers have before they begin typing.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

COPC

NOVEMBER 3, 2016

According to the latest edition of the CXMB Consumer Survey. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. Each year COPC Inc.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

CX Global Media

SEPTEMBER 17, 2018

They Avoid Benchmarking: High-performing contact center leaders do not waste a lot of time benchmarking their contact center performance. They mine and interpret the data to spot indicators and trends that reveal when empathy and customer value is in jeopardy – and they act on it. They strive for differentiation.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42