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

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Mindtouch

MAY 24, 2019

A mature content experience has two main components: Seamless content delivery – customers can access the exact information they need in whichever channel they are interacting. Content channels are splintering based on customer demand. 85% support interactions will start with self-service by 2022 – up from 48% in 2018.

Self service 84

Self service Chatbots Metrics Feedback 84

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. How Customers Feel About Customer Feedback.

Contact Center 99

Contact Center Call Center Self service Surveys 99