ShepHyken

APRIL 13, 2018

As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark. CCW’s report confirms that the customer feedback survey remains a centerpiece of the “voice of the customer” strategy: 63 percent of respondents call it a priority.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Customer Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®.

Management 50

Management Benchmark Surveys Customer Experience 50

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

ShepHyken

APRIL 20, 2018

For good reason: CX has quickly become today’s most important business benchmark, as well as the most important way for firms to achieve success. Others view CX as a kind of digital benchmark: the sum of user interactions and points of contact on, say, a business’ website or mobile app or booking platform.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. When there’s confusion, when the customer has to repeat themselves, that’s when they are going to hit the company negatively on a survey rating. 10 Trends That Will Disrupt Customer Service in 2018. Don’t miss the last 8 trends!

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

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. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. Highlights Read More.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

Injixo

SEPTEMBER 4, 2018

The survey is not limited to users of injixo WFM, it is open to planning professionals in all industries and users of all software tools, even spreadsheets.

Benchmark 40

Benchmark Surveys 40

Customer Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years.

Surveys 49

Surveys Customer Experience Benchmark Accountability 49

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

AskNicely

OCTOBER 24, 2018

Causes: The Way-Too-Long Survey. Many healthcare organizations need to run a customer satisfaction survey at least once a year to keep accreditation. Recently a friend had two healthcare appointments in one week and after each, they received a survey, but they didn’t complete either one. The Stuck in the 1990’s Survey.

Surveys 60

Surveys Healthcare Benchmark Feedback 60

Customer Experience Matters

OCTOBER 9, 2018

sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). In our Q1 2018 U.S. consumer benchmark survey, we ask about the sports Read More. As a matter of fact, baseball is one of the two major U.S. So it made me think… what are the political views of baseball fans?

Benchmark 81

Benchmark Surveys Customer Experience 81

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Situation : Your latest employee survey reveals a decline of trust in leadership.

Airlines 214

Airlines Morale Benchmark Marketing 214

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ProProfs Blog

JUNE 19, 2020

Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). For easy scheduling and management of recurring surveys, c ompanies are actively using the best net promoter score survey software.

Benchmark 117

Benchmark Surveys Feedback Entertainment 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

Customer Experience Matters

FEBRUARY 12, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors.

outsourcing 40

outsourcing Surveys Customer Experience Benchmark 40

RapportBoost

DECEMBER 26, 2018

In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. A 2018 Forrester report states that email is still the most common channel for customer support. Bruce: What is driving an increase in innovation around chat?

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The survey found that: 94% of consumers expect companies to direct them to the method of contacting them that resolves their situation the quickest way.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

AWS Machine Learning

SEPTEMBER 11, 2024

In 2018, other forms of PBAs became available, and by 2020, PBAs were being widely used for parallel problems, such as training of NN. Accelerator benchmarking When considering compute services, users benchmark measures such as price-performance, absolute performance, availability, latency, and throughput.

Benchmark 109

Benchmark Banking Analytics Big data 109

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

ShepHyken

JULY 16, 2018

CustomerGauge) n 2017–2018, CustomerGauge collaborated with MIT CISR for their NPS® & CX Benchmarks Survey which surveyed 468 companies to assess Net Promoter® and customer experience strategies and practices across industries. This article is a simple reminder of the importance of creating repeat business.

Customer Service 40

Customer Service Benchmark Surveys Feedback 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

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. And 74% of chat interactions result in a first-contact resolution. And US consumer use of chat tripled in the same timeframe.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

CSM Magazine

JUNE 19, 2018

The annual Incite Group, State of Customer Service Survey, will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark your own performance against. Download the exclusive State of Customer Service here. Personalised, Proactive or Effortless?

Customer Service 40

Customer Service Benchmark Self service Surveys 40

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. We surveyed more than 900 contact center leaders across the US, UK and Australia, asking them their opinions about various aspects of the customer service experience, including AI.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. One top demand is for true omnichannel customer service , no matter the channel. Get your free copy today!

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. What to learn more about NPS benchmarks and how you compare? Get The NPS Benchmark Study. It starts at the top.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Then we compared these findings to what consumers said in our 2018 consumer study. Is your company well-positioned to address the ever-increasing expectations of your evolving customer base?

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

HGS

JUNE 28, 2018

They range from simple, three-step processes to granular surveys with dozens of variables. Fri, 06/29/2018 - 00:08. Assessing Your BPO Journey. There are several credible models payer organizations can use to properly assess their outsourcing maturity. These companies have been outsourcing for a long time. Healthcare.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Also, a quick survey at the end of the call to listen to your customers can be useful. 10 Trends That Will Disrupt Customer Service in 2018. Setting up tracking isn't enough.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

RapportBoost

FEBRUARY 10, 2019

A 2018 Forrester report states that email is still the most common channel for customer support. More than 50 percent of customers surveyed expressed a preference for email over telephone and social media. According to a cross-industry survey by LiveChat , the average first response time for chat is 47 seconds.

Benchmark 58

Benchmark Surveys Best practices Metrics 58

HGS

APRIL 24, 2018

For additional insight and a free benchmarking report that describes how your digital customer experience stack ranks against your competitors, visit www.digicx.com to take our quick survey. Wed, 04/25/2018 - 09:55. Customer Service. LEAVE A COMMENT.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100