2014 Contact Center Journey mapping Wait times 
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. The average wait time for a response on social media is nine hours.
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.
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