Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The data is © Dimension Data, 2019 Global Customer Experience Benchmarking Report, but the observations and conclusions are my own.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Download Now.

Benchmark 47

Benchmark Wait times Best practices Accountability 47

Comm100

JANUARY 7, 2020

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Free Download: Live Chat Benchmark Report 2020.

Benchmark 53

Benchmark Wait times Chatbots First call resolution 53

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Download Now.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

Satrix Solutions

JANUARY 2, 2019

With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. If you’ve been to the Customer Success Summit in the past five years, you’ve likely seen our founder and president standing on the stage. Qualtrics Experience MGMT Summit.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

NICE inContact

JULY 14, 2020

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger. This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

ClearAction

MARCH 27, 2021

Ease of Doing Business: Best Customer Experience Leading Indicator optimizecx. Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. The equation is called Customer Experience Value Quotient.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. This means that benchmarking yourself against leaders is vital, as is investing in technologies and platforms that help you deliver efficient, effective service.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. Top Honors for Balance of Company Objectives and Customer Preferences. In 2019, we were fourth out of a hundred.”. ” Improving the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. The experience is a big part of their marketing. The Next Big Thing in Customer Experience: Frictionless Returns by Poornima Apte.

Customer Service 263

Customer Service Benchmark Marketing Customer Experience 263

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

COPC

NOVEMBER 8, 2019

From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard. and Execs In The Know.

Benchmark 40

Benchmark Government Contact Center Management 40

Answer Dash

MARCH 10, 2020

a global technology services provider, today revealed the findings of its annual Global Customer Experience Benchmarking Report titled “ The Connected Customer: Delivering an effortless experience.” Across the globe, the collection of VoC feedback of companies has also been improved by 45% since 2019.

Customer Experience 67

Customer Experience Benchmark B2B Feedback 67

Connecting the Dots

APRIL 16, 2021

Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

NICE inContact

AUGUST 20, 2020

Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.

Best practices 78

Best practices Contact Center Benchmark Customer Experience 78

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS. ABOUT APPEALIE.

SaaS 45

SaaS Benchmark Surveys Feedback 45

Natalie Petouhof

JANUARY 12, 2022

“You have two assets without which you cannot have a business – customers and employees,” said Natalie Petouhoff. Yet they’re not on the balance sheet and we don’t design experiences to maximize their potential.”. I was hired in October 2019, ” she said. “I OODA — observe, orient, decide and act. Now here comes 2020.

Customer Experience 52

Customer Experience B2B B2C Benchmark 52

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In 2002, when I started Beyond Philosophy, no one on the broader market knew I was an expert in Customer Experience (or, frankly, what Customer Experience was). Getting recognized from the outside feels fantastic.

Consulting 208

Consulting Consulting Benchmark Customer Experience 208

NICE inContact

JULY 21, 2020

The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.

Benchmark 64

Benchmark Surveys Customer Experience Customer Service 64

Beyond Philosophy

FEBRUARY 13, 2019

However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. The Problems with Theory and Customer Experience Strategy. Everyone is after a simple solution for their Customer Experience improvement plans.

Consulting 232

Consulting Consulting Benchmark Government 232

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. However, many things we experience don’t have that level repetition. 23 April 2019. <

Consulting 379

Consulting Consulting Education Benchmark 379

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Not measuring the quality on your digital channels can create negative customer experiences and also can be a disservice to your agents.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Not measuring the quality on your digital channels can create negative customer experiences and also can be a disservice to your agents.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

NICE inContact

MAY 16, 2019

But it also can be applied to other aspects of the customer experience, such as service, and it can yield very interesting results, especially when you ask businesses the same questions you ask their customers and then compare the responses. The post Do Your Service Channels Turn Your Customers into Net Promoters?

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

NICE inContact

MAY 23, 2019

With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience. These are just a few examples of the thought-provoking statistics contained in our latest benchmark study.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

VHT

OCTOBER 18, 2018

The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. A platform like VHT Navigator makes it easier to respond as needed by serving up customer contacts on any channel to representatives across departments who can respond appropriately. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

TLC Associates

JUNE 4, 2019

Adapting to this framework not only helps businesses to better address their customers but also boost satisfaction scores and improve sales. So if you want to stay competitive in 2019, here are the digital customer experience strategies that you need to master. Multiple Channels, One Journey. Embracing Live Chat.

Customer Experience 45

Customer Experience outsourcing Customer Care voip 45

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. We discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. People don’t like risk in part because of the uncertainty.

Management 359

Management Consulting Consulting Benchmark 359

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Interested in hearing more about businesses’ attitudes toward AI? You’re in luck!

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

NICE inContact

MAY 8, 2019

Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? Leading organizations always have been about the customer — this isn’t a new concept.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

NICE inContact

JUNE 26, 2019

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel.

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

Beyond Philosophy

APRIL 18, 2019

Too many choices in your Customer Experience are a terrible thing. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience. 29 March 2019. < However, sorting through options can feel overwhelming. www.ascd.org.

Construction 320

Construction Benchmark Consulting Consulting 320

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. If anything, organizations underestimate how much customers find chat easy to use for customer service interactions.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

NICE inContact

OCTOBER 17, 2019

Customers still value the option of interacting with agents. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. Download your copy today.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48