Findings Show That Only About One-Third of Respondents Felt Their Company Offered Support in All The Channels Their Customers Want to Use — A Slight Increase Over 2016 Results.
PHOENIX, ARIZONA – April 3, 2018 – Advocates for customer experience professionals, Execs In The Know and COPC Inc., have announced the release of the 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The 11th volume in the series, titled The CX Journey: Strategic and Operational Insights, provides an understanding of the current CX landscape. Specific areas of expanded exploration include channel consistency, quality programs, and CX priorities for corporate professionals. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.
Key Insights from the 2017 Corporate Survey:
– Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”
– Thirty-four percent of respondents didn’t believe their company had a good understanding of which channels their customers preferred, nor how these preferences differed from current channel offerings.
– Interest and investment in chatbots and artificial intelligence (AI) exploded in 2017, with more than a threefold increase in the percentage of brands naming chatbots and AI as the technology of most interest and/or investment.
– Only 14% of respondents felt their brands were doing a good job of providing a consistent customer experience across channels and solutions, while only half of brands (51%) had any initiatives to create greater consistency.
The CXMB Series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. Brands such as Marriott, Blue Rock Energy, The Mine, The Home Depot, LinkedIn, Hyatt, Desjardins, CIBC, Williams-Sonoma, Inc., and more participated in this year’s survey. Continue reading