Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. This statistic alone shows a significant shift in potential customer journeys.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. Pennington doesn’t dive into things like cross-channel alignment or journey mapping.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Qualtrics

FEBRUARY 21, 2020

To understand the current state of customer experience more broadly, the Qualtrics XM Institute (XMI) conducted a large-scale consumer benchmark study that asked 10,000 U.S. We examined the quality of CX within each of the industries, as well as how customer experience affects various aspects of brand loyalty.

Banking 36

Banking Industry Customer Experience Customer Journeys 36