OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Your omnichannel strategy should always incorporate a human element.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Second to None

FEBRUARY 4, 2020

More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. About the survey. 3-18, 2016. consumer products leader. Delivering on the new digital imperative.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

OpinionLab

JUNE 8, 2017

A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base. However, most companies are only using one or two of these channels. Some customers are more likely to respond to email-based surveys.

Customer Experience 68

Customer Experience Social Media Survey Feedback 68

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX University

OCTOBER 19, 2017

In the US, you’ve seen Wells Fargo’s fake accounts issue , but in France, according to Forrester research, not a single brand surveyed received a “good” rating on customer experience. German customer experience has long been considered very bad. Bad customer experience in Singapore is costing brands $26B per year.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Second to None

MARCH 16, 2018

A report by McKinsey (2014) found that companies focusing on maximising satisfaction of the entire customer journey can potentially increase customer satisfaction by 20%. And again, Forrester (2016) showed that superior CX drives superior revenue growth.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63