COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

Jon Arnold

NOVEMBER 10, 2017

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

ShepHyken

JULY 31, 2017

A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

Customer Service 131

Customer Service Benchmark SaaS Technology 131

Spearline

JANUARY 23, 2018

2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality. Our success hasn't gone unnoticed: We were delighted to have ranked for the 2nd time in the Deloitte Technology Fast 500 EMEA awards. We have completed over 50 million tests to date.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

RichCall

MARCH 21, 2018

Back in September we’ve combined the trends in contact centers for 2017. The charts show a pretty positive trends of planning to adopt several newer technologies. these trends were nearly the same in 2016, and continue to be the trends of 2018 despite technology companies making vast advances. research new technology.

Technology 45

Technology Benchmark Contact Center Surveys 45

customer sure

MAY 30, 2023

Guy Letts, CEO of CustomerSure, added: “We’ve had the pleasure of working with Polypipe Building Products since 2017 and it is great to see an organisation of this calibre and size take customer feedback so seriously. We’re confident that we can keep building on the success we’ve seen so far.”

Feedback 62

Feedback Calibration Benchmark Engineering 62

Eptica

AUGUST 2, 2017

Date: Wednesday, August 9, 2017 How to build a business case for a CX technology project. Published on: August 09, 2017. Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. Building a strong business case is therefore essential.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. In the past when selling technology, organizations would sign on the dotted line and pay upfront.

Customer centricity 64

Customer centricity Benchmark Education Analytics 64

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. are on track to overtake phone interactions by the start of 2017. We do this in many ways, one of which is staying up to date on industry research.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

CSM Magazine

APRIL 20, 2023

Guy Letts, CEO of CustomerSure, added: “We’ve had the pleasure of working with Polypipe Building Products since 2017 and it is great to see an organisation of this calibre and size take customer feedback so seriously. Set up in 2010 by Guy Letts, who previously worked at leading technology firm, The Sage Group plc.

Feedback 52

Feedback Calibration Benchmark Healthcare 52

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

HGS

SEPTEMBER 6, 2017

Hospitals and health systems have made considerable investments in financial, clinical and technological processes that will support an evidence- and quality-based patient-centric healthcare experience. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e., Wed, 09/06/2017 - 12:52.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 44 companies, including Adobe, Applied Predictive Technologies, Clorox, Manthan, and Touchpoint Dashboard were surveyed by Forrester. Who wrote it: MIT Technology Review.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

CSM Magazine

MARCH 3, 2021

VeriCall is a UK based BPO that brings people and technology together with innovative and intuitive BPO solutions to serve businesses of all sizes. Started in 2017, VeriCall provides skilled agents coupled with best-in-class technology to deliver PCI Compliant, AI powered and Omni-Channel solutions throughout the UK and beyond.

Benchmark 52

Benchmark Contact Center outsourcing Employee engagement 52

LiveVox

OCTOBER 24, 2018

The acceleration of new technologies and their use has evolved what it means to connect with your customer. Below is a timeline of the evolution of contact center engagement: *2017 Global Contact Centre Benchmarking by Dimension Data.

Contact Center 45

Contact Center Benchmark Customer centricity Technology 45

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

ShepHyken

NOVEMBER 13, 2017

CNBC) “Mad Money” host Jim Cramer spoke to Salesforce.com chief Marc Benioff about customer loyalty, new technology and competition. Here is SuperOffice’s annual benchmark report, filled with great stats, facts and suggestions to deliver a better customer service experience. Follow on Twitter: @Hyken.

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Exceptional Customer Experience Still Relies on Agent Assistance. voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Much of the improvement has been driven by advancements in product innovation and digital technology. Many organizations are currently enamoured with the promise of technology and big data.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Fonolo

SEPTEMBER 19, 2017

Our favorite chart: The State of Customer Service 2017. Methodology: “[This report studies] the performance, operations, technology and HR aspects of US contact center operations. Understanding Industry Benchmarks. Key findings: 89% of consumers would like to use messaging to communicate with businesses. Where to get it: [link].

Call Center 89

Call Center Contact Center B2C Surveys 89

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What were the big trends and how will they evolve moving forward?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

CX Global Media

SEPTEMBER 17, 2018

They Avoid Benchmarking: High-performing contact center leaders do not waste a lot of time benchmarking their contact center performance. Technology is at Fault. Technology is also straining workplace relationships. They strive for differentiation. By all observations, incivility is bad and not improving.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

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! . WebRTC, the technology behind Google Meet, was getting standardized and deployed widely, enabling any browser to become a phone app. That’s what 2017 taught us. The Crisis.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Eptica

MARCH 1, 2017

Date: Wednesday, March 1, 2017 37 billion reasons to improve customer experience. Published on: March 01, 2017. Companies need to invest in artificial intelligence (AI) technology to help them automatically analyse the customer’s tone of voice, whether they are happy or angry and what it is that they are asking about.

Customer Experience 48

Customer Experience Benchmark Best practices Technology 48

Netomi

DECEMBER 10, 2022

Call it an experience disconnect: companies tout the latest technology or snappy design, but haven’t focused on—or invested in—the most meaningful aspects of customer experience. And human touch—that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.

Customer Experience 40

Customer Experience Benchmark Advertising Telecommunications 40

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. Kathleen will be sharing highlights from the most recent consumer and corporate reports released within the Customer Experience Management Benchmark (CXMB) Series. Other Events: May 25, 2017. June 7-9, 2017. June 14-15, 2017. June 26-28, 2017. CX17, Indianapolis, IN.

Best practices 40

Best practices Benchmark Analytics Contact Center 40

Revation Systems

FEBRUARY 9, 2018

Technology is constantly shifting the expectations that individuals have for the way they engage with the world around them. In 2017, the contact center industry began experiencing a heightened focus on omni-channel communications, which will only continue to grow. The relationship between a company and customer is no exception.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

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. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 In 2017, the world saw several major breaches that highlighted the need for more secure storage and handling of customer information.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To understand more about how the right technology can help managers refocus on agent well-being, request a demo of Playvox solutions.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. Indeed, already now CX software is on the rise, with AI and predictive analytics in most demand and 31% of organizations have already invested in technology like AI to outpace the competition.

Surveys 103

Surveys Analytics Feedback Benchmark 103

Creative Virtual

MARCH 21, 2019

Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. Not least because this is the first detailed independent comparison of combined virtual assistant, chatbot and live chat technology; and especially as the competition are some of the world’s largest technology companies.

Chatbots 40

Chatbots Benchmark Self service Best practices 40

SharpenCX

MARCH 5, 2020

Be eager to explore and adopt new technology. Vendors are constantly upcycling their technology. So, when it comes to technology, you’re left with two options: Reap the benefits of savvy tech early on or resist new tech until you’re forced to adapt. Set benchmarks specific to business objectives. Get the ebook.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

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. A lot of today’s contact centres are gifted with a young, technologically savvy workforce. Take advantage of digital natives. Call deflection.

Banking 45

Banking Benchmark Chatbots Customer retention 45