COPC

FEBRUARY 2, 2017

Featured Event: February 6 – 8, 2017. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.

Benchmark 40

Benchmark Banking Best practices Surveys 40

Infinity

JULY 19, 2018

According to Dimension Data’s latest Global Customer Experience Benchmarking Report, 81% of companies see customer experience as a differentiating competitive factor. But making an effort to excel will hold onto customers for years, while allowing you to deliver first-class service without breaking your bank. Context in communication.

Banking 45

Banking Benchmark Chatbots Customer retention 45

aircall

JUNE 28, 2022

If we look at the famous Bessemer benchmark “From $1M to $100M” ; it took us exactly six years from $1M ARR to $100M like Wix, Zapier and a few others did! . We start 2016 with money in the bank and a huge momentum. After 2017’s New Year’s Eve, Aircall wakes up at war. That’s what 2017 taught us. 2016: The Acceleration.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Revation Systems

FEBRUARY 9, 2018

In 2017, the contact center industry began experiencing a heightened focus on omni-channel communications, which will only continue to grow. A 2017 customer experience benchmark study showed that 67 percent of consumers preferred agent-assisted channels. 24/7 Support. 24/7 Support.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

CSM Magazine

APRIL 3, 2018

The average rating of the industry is unchanged from 2017. Overall, the airlines industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12 [th] place out of 20 industries. The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows: Southwest Airlines: 76%. Alaska Airlines: 74%.

Airlines 40

Airlines Customer Experience Wireless Transportation 40

JustCall

NOVEMBER 24, 2022

According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty. If you look for banking or ticket-booking solutions, the IVR will direct you to an AI-enriched system that will try and resolve your issue in the first go.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Netomi

JANUARY 5, 2022

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Use Case: How a Retail Bank Uses Journey Analytics to Track FCR Across Service Channels A retail bank uses a customer journey analytics platform to track contact resolution on every service channel.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Benchmark against the top performing customer experience leaders in your own and other sectors.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49