ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. 80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • 67% would pay more for a better customer experience.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. 2 for Companies.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. Introduction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40