research-services 
GetFeedback
MAY 8, 2019
Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. This article recaps our findings. See below.
2020 Research
JULY 20, 2023
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Adrian Swinscoe
JUNE 6, 2022
The post New research finds that customer service agents are abusing customers first appeared on Adrian Swinscoe. At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […].
Ascribe
OCTOBER 31, 2023
Ascribe helped C+R Research leverage AI Coder to Improve their Coding Services. Read more… The post How C+R Research Leverages AI Coder to Improve Their Coding Services appeared first on Ascribe.
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The Open CCaaS Advantage is Verint’s new research report which explores where first generation CCaaS platforms fall short when trying to deliver exceptional CX. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Magellan Solutions
SEPTEMBER 23, 2021
Market Research Services SMEs Can Outsource. Today’s business decision-maker has an abundance of marketing research method options. . Understanding what market research is and how best to use research methodologies to your advantage is vital in reaching your target customers and increasing ROI. Customer experience.
Kustomer
APRIL 28, 2021
According to our recent research of over 500 US consumers, 71% reported shopping online more frequently during the past year. Eighty-two percent of consumers have had a bad customer service experience with at least two retailers in the past year, and 93% of consumers think contacting retail customer service should be more convenient.
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Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. Building a successful CX program requires teams to share data seamlessly across multiple functions, including support services, contact center, marketing, and sales.
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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.
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Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience! Only 66% of customers agree.
Advertiser: ZoomInfo
Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs. In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue.
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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!
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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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Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program. Download it now.
Advertiser: ZoomInfo
While B2B research suggests organizations are thriving through successful ABM programs, getting just one campaign off the ground is more difficult than it seems. Wasteful technology and service spending. The benefits of Account-Based Marketing are clear, so what’s holding B2B professionals back?
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