2020 Customer Survey Social Media Technology 
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.
Aquire
JULY 20, 2021
21 Customer Service Goals to Strive for in 2021. Average response times differ depending on the customer support channel (e.g. email, phone, social media, or live chat). Aim to get your social media responses out quicker than average. Related: 5 Key Considerations When Creating a Customer-Centric Culture.
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Lumoa
FEBRUARY 14, 2024
From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.
Lumoa
JANUARY 24, 2024
Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it. As the CXO, your world revolves around understanding and enhancing the customer experience.
Help Scout
JUNE 22, 2021
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. 80% of companies use customer satisfaction scores to analyze customer experience and improve it. 72% of companies believe they can use analytics reports to improve the customer experience. Deloitte ).
Aquire
JANUARY 24, 2022
billion in 2020 to $13.9 million in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 24.9 Seventy-seven percent of customers say chatbots will transform their expectations of companies in the next five years. Why do customers love chatbots? MIT Technology Review ). Gartner ). Salesforce ).
Zendesk
MARCH 19, 2021
In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.
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