Comm100

MARCH 2, 2022

In Acquia’s Customer Experience Trends Report surveying over 6,000 consumers worldwide, only 10% strongly agreed that ‘most brands meet their expectations for what they consider a good experience.’ In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Metrics 52

Metrics First call resolution Feedback Customer Experience 52

CCNG

OCTOBER 19, 2022

(Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience. IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Comm100

FEBRUARY 13, 2018

Let’s explore the reasons why customer delight doesn’t always ensure customer loyalty, and what strategies you can use instead. The way a company perceives itself and its initiatives are usually worlds apart from the views of their customers. In 2005, Bain & Company surveyed 362 firms. Download Now.

Multichannel 41

Multichannel Benchmark Journey mapping Call Center 41