September 25, 2018
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. The 78-page report, titled Consumer Insights: CX — Understanding Consumer Experiences and Opinions, is based on extensive surveying of more than 30,000 consumers and covers a broad range of customer experience-related topics.
Along with a continued focus on many areas that are critical to the topic of customer experience, this year’s report also features an entirely new section exploring consumers’ opinions and experiences as they relate to unassisted channels. Topics include resolution rates, satisfaction and opinions on artificial intelligence (AI)-powered solutions.
Here are a few highlights from the 2018 CXMB Series Consumer Edition:
- The resolution rate of multichannel engagements remains high at 75%, yet satisfaction with the multichannel experience remains low at 57%.
- 66% of unassisted solution users are okay with being guided to such a solution as long as it resolves their issue, but only 24% of the same think the increased availability of unassisted solutions has improved their overall customer experience
- Perception of Interactive Care (e.g., online chat) as a channel of convenience continues to grow, with 30% of respondents naming it as the most convenient channel of care in 2018, up from 20% in 2015.
If you are interested in acquiring your own copy of this highly informative report, digital copies are available to purchase for $249. Simply visit the Execs In The Know’s CXMB Series Resource page,
CXMB Series reports and executive summaries from prior years are also available at no cost by visiting the COPC Inc. Research page.
About the CXMB Series
CXMB Series reports are produced in partnership between Execs In The Know and COPC Inc. The Series has been ongoing since 2012 and features two reports each year, with the Consumer Edition published each fall and the Corporate Edition published late winter. The 2018 CXMB Series Consumer Edition is the 12th volume in the series.