research-customer-experience 
PeopleMetrics
FEBRUARY 21, 2023
Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.
Alida
JUNE 23, 2022
Research has been part of your entire life. School reports, global news, even deciding what movie to watch—over time, all these things have made you familiar with the research process.
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SurveySparrow
JULY 24, 2023
It often boils down to one thing: understanding the customer’s experience. The heart of CX is about making your customers’ lives easier and growing your business much faster. In that spirit, let’s dive deep into the world of customer experience research, a field that’s reshaping the future of business.
PeopleMetrics
NOVEMBER 9, 2021
Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. As such, it’s imperative that your market research and CX programs operate as a joint package. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.
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Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.
COPC
MAY 31, 2022
The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 The series is a 12-month research effort that addresses timely issues affecting contact centers and customer experience.
InMoment XI
SEPTEMBER 28, 2022
Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., 21st century business is won and lost based on who can deliver the best customer experience.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!
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New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. JUST RELEASED! Soft skills training stands out as a priority area of investment and/or improvement.
Advertiser: Vanilla Forums
Updating and upgrading how you meet customer expectations should be a top priority for any company, and though it might sound like a weighty task, there is an uncomplicated solution: Community. So, we have researched what customers truly want in a customer experience, and how community can serve that.
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Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! JUST RELEASED!
Advertiser: Vanilla Forums
Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. This report outlines our surprising findings, including: What customers expect from CX.
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Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. Included in this guide: What does CX mean to a customer?
Speaker: Mike Ellis, Vanilla Forums Marketing Manager
What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. How do customers see community as a solution to their customer experience expectations?
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