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. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

NOVEMBER 17, 2020

We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I 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.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Serenova

OCTOBER 7, 2020

The ability of organizations to meet this demand — to pick up the phone when their customers needed them most — has been directly contingent on how well they’ve been able to make the pivot to WFH. Many call centers, reliant on rigid policies and on-premise technology, have struggled to turn the ocean liner.

Call Center 52

Call Center Contact Center virtual call center At home agents 52