Beyond Philosophy

MARCH 28, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. 12 March 2019. < The question is are you prepared to deal with it? To hear more about managing uncertainty in business in more detail, listen to the complete podcast here.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

APRIL 18, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. 29 March 2019. < These days, the webcam is built in, making that decision the easiest of all. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Goodwin, Bryan. www.ascd.org.

Construction 319

Construction Benchmark Consulting Consulting 319

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Free Download: Live Chat Benchmark Report 2020.

Benchmark 58

Benchmark Wait times Chatbots First call resolution 58

Beyond Philosophy

FEBRUARY 13, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019.

Consulting 230

Consulting Consulting Benchmark Government 230

Beyond Philosophy

FEBRUARY 11, 2019

Obviously, I can’t, so instead, I say it to the 2019-you: you have an excellent idea, and it is worth it to yourself to try. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. This means that benchmarking yourself against leaders is vital, as is investing in technologies and platforms that help you deliver efficient, effective service.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd., According to NTT’s 2020 Benchmark Report, only “25.6 This information can be a great source of motivation.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Maru Group

FEBRUARY 21, 2019

The post Retail Digital Customer Experience Benchmark 2019 appeared first on Maru/EDR.

Benchmark 40

Benchmark Customer Experience 40

Maru Group

MAY 23, 2019

The post Travel Digital Customer Experience Benchmark 2019 appeared first on Maru/Matchbox UK.

Benchmark 40

Benchmark Customer Experience 40

Maru Group

FEBRUARY 21, 2019

The post Retail Digital Customer Experience Benchmark 2019 appeared first on Maru/Matchbox UK.

Benchmark 40

Benchmark Customer Experience 40

Comm100

MARCH 4, 2021

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021.

Benchmark 54

Benchmark Best practices Metrics Customer Support 54

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Its data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own. Dimension Data recently released their latest Customer Experience report.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Digital retail winners in 2019 Our unique methodology uses online shoppers to evaluate the end-to-end user experience across a selection of leading retail sites.

Benchmark 45

Benchmark Customer Experience Best practices Wait times 45

Comm100

JANUARY 18, 2022

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. Download: Live Chat Benchmark Report 2022. Download the full Live Chat Benchmark Report 2022. Download: Live Chat Benchmark Report 2022.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Digital retail winners in 2019. retail-digital-experience-benchmark-2019. We can report on key elements of best practice and advise brands where and how to improve.

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

ChurnZero

FEBRUARY 15, 2019

CustomerSuccessMaven (@TheCSMaven) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Heather Zynczak (@hzynczak) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Q: When launching a new product, what key metrics should you be benchmarking against? . CS Tips to Scale.

SaaS 53

SaaS Benchmark B2B Metrics 53

Satrix Solutions

JANUARY 2, 2019

As a consultancy dedicated to the Customer Experience (CX), we’re highlighting 5 US-based conferences customer experience professionals should consider for 2019: Totango Customer Success Summit 2019. Dates: March 5-8, 2019. Gainsight Pulse 2019. Dates: May 20-23, 2019. Forrester CX 2019 (NY and SF).

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

Comm100

DECEMBER 16, 2019

At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019. Report: 2019 Live Chat Benchmark Report. The post Roundup: Top 10 Content Pieces of 2019 appeared first on Comm100.

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. In 2019, we were fourth out of a hundred.”. The post Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems appeared first on Altivon.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

NICE inContact

AUGUST 20, 2020

NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers.

Best practices 78

Best practices Contact Center Benchmark Customer Experience 78

CSM Magazine

DECEMBER 7, 2018

The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals. Customer service is in a crucial stage of scaling as the role continues to evolve each year to meet increasing customer demands.

Benchmark 45

Benchmark Customer Service Multichannel Chatbots 45

Spearline

JANUARY 9, 2019

We have a number of key developments happening in 2019 that we’re excited to share with you: Spearline Management Reports. We’re pleased to announce that from Q1 2019, we will be issuing our customers with monthly management reports. Country-by-country benchmarks on audio quality, connection rates and post-dial delay.

Benchmark 40

Benchmark Surveys Engineering Feedback 40

CX Accelerator

OCTOBER 25, 2018

NPS Pros – There is no better metric for benchmarking data…across industries, historical timelines, and geographic regions.There is still no better metric for the overall Customer Experience. Find out more about Frost and Sullivan CCW Conference HERE and I hope to see you in 2019!

Journey mapping 140

Journey mapping Contact Center Metrics Benchmark 140

Maru Group

FEBRUARY 11, 2019

Results and Insight from Maru/edr’s Retail Digital Customer Experience Benchmark report. It’s why creating a compelling digital customer is so key to retail success in 2019. Despite a fall in online basket values at the end of 2019, internet retail sales equated to 21.5% Retail Digital Experience Benchmark 2019.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

Maru Group

FEBRUARY 11, 2019

It’s why creating a compelling digital customer is so key to retail success in 2019. Despite a fall in online basket values at the end of 2019, internet retail sales equated to 21.5% Retail Digital Experience Benchmark 2019. Results and insight from Maru/edr’s Retail Digital Customer Experience Benchmark 2019 report.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. The 2019 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS. ABOUT APPEALIE.

SaaS 45

SaaS Benchmark Surveys Feedback 45

Spearline

DECEMBER 22, 2020

Skibbereen, Cork, 22 December 2019 — Spearline today announced that for the seventh consecutive year, it is among the top half of the 50 fastest growing technology companies in Ireland. billion in total annual revenues and employed over 4,600 people in 2019. Cumulatively, the 2020 Fast 50 winners generated approximately €3.3

Technology 98

Technology Telecommunications Consulting Consulting 98

COPC

NOVEMBER 8, 2019

From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard. and Execs In The Know. Richard, who is currently the CEO of COPC Inc.’s

Benchmark 40

Benchmark Government Contact Center Management 40

COPC

JULY 23, 2021

Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. s reputation as a leader in the CXP space, with many years of experience in benchmarking and auditing, meant we had someone who understands our industry and stays abreast of the changing CXP landscape to audit us.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Fonolo

DECEMBER 11, 2018

The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

NICE inContact

JULY 14, 2020

This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark. Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

NICE inContact

JULY 21, 2020

The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.

Benchmark 64

Benchmark Surveys Customer Experience Customer Service 64

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! By Mandy Reed, Global Head of Marketing.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

ClearAction

MARCH 27, 2021

Benchmark: Plot all available solutions by customers’ desired outcomes. 181 CEO members of Business Roundtable signed a declaration in August 2019 that the mindset of “purpose of business is maximizing value for shareholders” is outdated. Rank-order desired outcomes by importance x frustration x frequency.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77