Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). Getting recognized from the outside feels fantastic.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

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

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Download Now.

Benchmark 53

Benchmark Wait times Best practices Accountability 53

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Access to a knowledge base is also imperative as it gives agents easy access to a wide variety of resources, from articles to decision trees, allowing agents to provide a better customer experience.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. What makes ASOS digital experience so great? appeared first on Maru/EDR.

Benchmark 45

Benchmark Customer Experience Best practices Wait times 45

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

Satrix Solutions

JANUARY 2, 2019

With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. If you’ve been to the Customer Success Summit in the past five years, you’ve likely seen our founder and president standing on the stage. Qualtrics Experience MGMT Summit.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

Upstream Works

MARCH 21, 2019

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

Comm100

JANUARY 7, 2020

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Free Download: Live Chat Benchmark Report 2020.

Benchmark 54

Benchmark Wait times Chatbots First call resolution 54

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. 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. What makes ASOS digital experience so great?

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

ClearAction

MARCH 27, 2021

Ease of Doing Business: Best Customer Experience Leading Indicator optimizecx. Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. The equation is called Customer Experience Value Quotient.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77

Comm100

MARCH 4, 2021

From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021? Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions.

Benchmark 52

Benchmark Best practices Metrics Customer Support 52

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. Read more – The Best Customer Experience Needs the Best Agent Experience – Expert Commentary.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

NICE inContact

JULY 14, 2020

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. This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Download Now.

Benchmark 40

Benchmark Wait times Best practices Accountability 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

Maru Group

FEBRUARY 11, 2019

Results and Insight from Maru/edr’s Retail Digital Customer Experience Benchmark report. A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. It’s why creating a compelling digital customer is so key to retail success in 2019.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

Maru Group

FEBRUARY 11, 2019

A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. It’s why creating a compelling digital customer is so key to retail success in 2019. It’s why creating a compelling digital customer is so key to retail success in 2019.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Customer Experience is not about where, it’s about how. There was a significant amount of dialog with regard to which area of an organization should the Customer Experience function reside. This is not necessarily the case.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

Answer Dash

MARCH 10, 2020

a global technology services provider, today revealed the findings of its annual Global Customer Experience Benchmarking Report titled “ The Connected Customer: Delivering an effortless experience.” Across the globe, the collection of VoC feedback of companies has also been improved by 45% since 2019.

Customer Experience 67

Customer Experience Benchmark B2B Feedback 67

NICE inContact

AUGUST 20, 2020

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. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.

Best practices 78

Best practices Contact Center Benchmark Customer Experience 78

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

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

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

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

24-7 InTouch

MAY 14, 2024

BOGOTÁ, COLOMBIA, MAY 14, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, won two major awards at the 2024 Customer Experience Interaction Awards presented by BPrO in Cartagena, Colombia. For more information, visit [link].

Business Process Outsourcing 59

Business Process Outsourcing Customer Experience outsourcing Benchmark 59

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

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

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. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS. ABOUT APPEALIE.

SaaS 45

SaaS Benchmark Surveys Feedback 45

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.

Benchmark 40

Benchmark Government Contact Center Management 40

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Not measuring the quality on your digital channels can create negative customer experiences and also can be a disservice to your agents.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Not measuring the quality on your digital channels can create negative customer experiences and also can be a disservice to your agents.

Quality management 54

Quality management Analytics Customer Experience Management 54

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. Asia Pacific Region.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98