February 8, 2018
The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston, hosted by Execs In The Know. In addition to the report’s release, COPC Inc. will also be moderating a panel of select industry professionals to discuss the report’s findings, taking place on the morning of March 13.
This year’s CXMB Series Corporate Edition report, the eleventh in the series, contains many new questions, touching on topics both new and old. Like previous volumes of the CXMB Series Corporate Edition, this year’s report features a section dedicated to comparing and contrasting results from both the Corporate and Consumer Editions of the CXMB Series, revealing intriguing contrasts and similarities between corporate and consumer opinion.
As always, the CXMB Series of reports, and the Corporate Edition report in particular, would not be possible without the support, participation and interest of the CX industry. For this, both COPC Inc. and Execs In The Know heartily thank all involved.
In addition to the findings below, be sure to check out the 2017 CXMB Series Corporate Edition Executive Summary.
Select findings from the 2017 CXMB Series Corporate Edition:
- Eighty-two percent of brands feel they are generally meeting the needs and expectations of their customers, while only 41% of consumer feel the same
- Fifty-two percent of brands were actively trying to shift traffic from one channel to another, mostly from Traditional to Interactive Care and from assisted to unassisted solutions
- Fourteen percent of respondents felt their company did a good job of providing a consistent customer experience when their customers engaged across multiple channels
- Only 51% of all brands had specific initiatives to create greater consistency across channels