Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Answer Dash

MAY 7, 2018

Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ). 32% of B2C CMOs see improving customer experience as a top three objective.

Trends 54

Trends Customer Experience B2C B2B 54

Forrester's Customer Insights

NOVEMBER 26, 2018

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX.

Customer Experience 53

Customer Experience Report Customers User Experience 53

Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. Fail to move forward and you’ll slip back.

Social Media 55

Social Media CRM Poor Customer Service Customer Satisfaction 55

Chattermill

AUGUST 15, 2018

on 16 Aug 2018. It’s essential you get critical stakeholders on the product, marketing and customer service teams onboard from the beginning. It shouldn’t interupt the users experience, and it shouldn’t feel like a chore. Improving your customer experience is cyclical, not linear. by Sam Frampton.

Net Promoter Score 40

Net Promoter Score How To Effort Score NPS 40

Verint

JULY 31, 2017

These companies prioritize user experience specialists and creating better customer experience through their digital initiatives. The correlation between a deliberate focus on the customer experience and increased company performance seems pretty clear. Then repeat.)

Strategy 28

Strategy ROI Analytics Survey 28

SmartKarrot

FEBRUARY 16, 2022

Poor product images and higher website loading times are unacceptable to over 55% of online customers aged 18-24. In 2022, concentrating on your mobile user experience is essential. 43% of new-age customers get in touch with customer service via mobile devices. How can technology enhance customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10