InMoment XI

JANUARY 4, 2024

Implement technologies like self-checkout kiosks or mobile payment options to offer customers faster and more efficient ways to complete their purchases. Net Promoter Score (NPS) What it is: NPS is a widely used metric that assesses customer loyalty by asking a simple question: “How likely are you to recommend our brand to others?”

Retail 260

Retail Customer Experience Effort Score Social Media 260

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. billion from 2020 to 2024.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

TechSee

MAY 21, 2019

Many popular KPIs – such as NPS and CES – are single questions, with or without a free text option. CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. At best, they provide a narrow snapshot of likelihood to recommend or level of effort. A smile is worth a thousand words….

Analytics 137

Analytics Innovation Customer Experience Analysis 137

Talkdesk

OCTOBER 29, 2020

The company was seeking insight into low net promoter scores (NPS) and brand loyalty. Enhanced features for mobile workforce productivity There are now more than 950 solutions in the sales tech landscape, so chances are your sales team spends more time juggling with technology than focusing on meaningful interactions.

Trends 50

Trends Net Promoter Score Insurance CRM 50