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How Prepared Are Financial Firms Feeling for Consumer Duty?

InMoment XI

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. How Prepared Do You Feel for Consumer Duty? What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 492
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Customer Survey Statistics: Everything You Need to Know

InMoment XI

All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. Source: RightNow ).

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Survey Design 101

InMoment XI

This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire. 5 Steps for a Seamless Survey Design.

Survey 493
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Survey Methodology

InMoment XI

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. But what is a survey method? What is survey methodology?

Survey 493
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The 2023 Verint Experience Index: Retail

This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. Access the full report today.

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Optimove’s 2023 Survey Key Highlight: Brands Still Subject Consumers to Marketing Fatigue

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

Consumers 111
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Customer Experience 101: Types of Surveys

InMoment XI

Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? The Most Common Types of Surveys.

Survey 260
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Customer Perceptions of the Community Experience

What do consumers expect when it comes to CX? Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. We uncovered what customers expect from CX, and then turned their attention explicitly to community. How does Community Support other CX Investment Objectives?

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

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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The US Customer Experience Decision-Makers' Guide 2022-23

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. Included in this guide: What does CX mean to a customer?

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Research Study: Customer Perceptions of the Community Experience

What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. If customers perceive community as a solution to CX expectations.

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The 2022 State of CX Report

It's been a rough couple of years, especially for customer experience professionals. From drastic shifts in consumer behavior to unexpected supply chain challenges, the CX landscape has dramatically transformed at an accelerated rate. The pandemic has made an already difficult job harder. Download today to learn more!

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.