CCNG
OCTOBER 19, 2022
(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014). Deloitte, 2021) 80.1%
ProProfs Blog
JUNE 14, 2019
46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. 34% of companies are implementing “customer journey mapping” into their customer service. Latest Customer Experience Trends. Forrester. Microsoft. American Express.
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Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
Avaya
APRIL 3, 2017
In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. This journey extends across an entire organization, regardless of business line or function. If these statistics show us anything, it’s that experience is everything.
Comm100
FEBRUARY 16, 2018
That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.
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