Beyond Philosophy

MAY 14, 2015

As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self Service 60

Self Service Exercises Analysis Call Center 60

ENGAGE.cx

JULY 9, 2015

A 2014 Infosys survey reported that 78% of consumers said they’d be more likely to purchase from a retailer again if they provided customer experiences targeted to their interests, wants or needs. A majority of customers (86%) said they’d be willing to pay up to 25% more for a better experience.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40

ENGAGE.cx

JULY 9, 2015

A majority of customers (86%) said they’d be willing to pay up to 25% more for a better experience. In a 2012 Accenture study, 64% of respondents said it is more important that companies provide relevant offers, as opposed to 36% who said companies should stop tracking their online activity.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40