2017 Benchmark Journey mapping Surveys 
Fonolo
OCTOBER 18, 2017
The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.
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. Global Contact Centre Benchmarking Report, Dimension Data 2017. Contact Center and CX Research and Reports. This is the future of customer service.
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ProProfs Blog
DECEMBER 23, 2019
Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017. A few staff meetings.
COPC
MAY 16, 2018
And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.
GetFeedback
APRIL 25, 2019
This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Consistently survey your customers after important milestones, like a purchase or onboarding.
Comm100
FEBRUARY 16, 2018
Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). Introduction.
Comm100
DECEMBER 1, 2017
Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites. Customer Journey Mapping Is Gaining Importance. One third of companies, or 33%, have prioritized improving customer journey mapping in 2018.
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