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. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. One of the biggest shifts we’ve seen is the growing focus on customer conversations. Bye-bye chatbots? Conversational AI. Rethinking success.

Chatbots 59

Chatbots Customer Care Metrics Contact Center 59

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. It is all about the customer.

Contact Center 55

Contact Center Coaching Chatbots Analytics 55

Mindtouch

MAY 24, 2019

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. Customer interactions are becoming synonymous with content interactions. The future of content during this Industry 4.0 Consortium : Molecular.

Self service 84

Self service Chatbots Metrics Feedback 84

Mindtouch

MARCH 16, 2020

Common touchpoints along the new customer journey. The new list of customer demands. Today, customers have Google, chatbots , voice assistants, and even phone support, all within arm’s reach. 10 essential customer journey KPIs. Customer Effort Score (CES). Who are the agents?

Self service 105

Self service Abandon rate Customer effort Contact Center 105

VHT

MARCH 12, 2019

Here we are, three months into 2019, and the twin innovations of artificial intelligence and automation haven’t meaningfully disrupted the voice channel for customer service. Surely adding to customer frustration is the fact that they’ve been very clear about what annoys them, yet these frustrations haven’t been eliminated.

Contact Center 48

Contact Center Interactive Voice Response Customer effort Wait times 48

Aria Solutions

AUGUST 30, 2019

A 1-point improvement in CX Index scores can help a company increase revenue by $175 million annually, according to Forrester research (Win Funding for your Customer Service Project, February 2019). CX-Focused customer service is beginning to take root. 4 Steps to Calculate the ROI of Your Initiative.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48