Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after acquisition. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Blair Pleasant , analyst and consultant about Unified Communications. In fact this number increased from 67% in 2012 to 84% in 2015. Babylon Health or Your.MD

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

ClearAction

MAY 28, 2015

Q: So are customer surveys just a waste of time then? A: Brands tend to use customer surveys as a barometer or a report card, hopefully with good news for their public relations department or to increase their Net Promoter ratings, showing how many customers would “recommend” the company. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

ClearAction

AUGUST 21, 2016

Q: So are customer surveys just a waste of time then? A: Brands tend to use customer surveys as a barometer or a report card, hopefully with good news for their public relations department or to increase their Net Promoter ratings, showing how many customers would “recommend” the brand. What do you see ahead for 2015?

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

Taylor Reach Group

JUNE 11, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. In fact, 44% of millennials surveyed expect their experience to be consistent across all device. For the second year running, survey respondents reported using web or mobile self-service more than speaking with an agent over the phone.

Contact Center 50

Contact Center Self service Scripts Call Center 50