CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Tenfold - Contact Center Blog

JUNE 22, 2018

Financial services providers can start their transformation by injecting these trends and technologies into their CX strategy: Self-service. The first point of customer service contact for most finance consumers is not social media, the phone, or email. It’s actually self-service.

Finance 64

Finance Banking Technology Chatbots 64

Toister Performance Solutions

OCTOBER 23, 2018

Better Access to Humans Is Needed Despite the rise of automation and self-service, customers still crave a human connection: 71 percent said employees have a significant impact on their experience. 71 percent of Americans would rather interact with a human than a chatbot. Service Quality Trumps Advertising In the U.S.,

Advertising 61

Advertising Airlines Self service Surveys 61

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Fonolo

FEBRUARY 7, 2013

More than 80% of customers say the experience a company provides is as important as its products. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. If it is working efficiently, then the issue may be occurring before customers pick up the phone. Really smart.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Comm100

FEBRUARY 16, 2018

Improving the agent experience isn’t the only way that companies are looking to remove friction from the customer experience. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” There are other implications to this new customer service trend.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40