Please enter your username or the email address associated with the account so we can help you reset your password.
COPC Inc, a customer experience consulting firm, and Execs in The Know, a community of customer experience professionals, have announced the release of the 2018 corporate edition of the Customer Experience Management Benchmark (CXMB) series. The report, entitled “CX Journey: Understanding Corporate Strategies and Best Practices,” provides customer experience management insights from the corporate perspective. A key finding is that, since 2017, companies have dramatically increased their use of AI-powered solutions for customer service.
“Our new corporate report shows that companies see tremendous potential in AI-powered solutions for customer care, both in applications that are customer-facing and in those that assist call center agents with their work,” says Kyle Kennedy, President and Chief Operating Officer at COPC Inc. “However, we also know from previous research that customers want a quick and easy way out of any AI-powered solution to reach a live person. Our findings overwhelmingly show that companies are keenly aware of this necessity in any customer-facing application. And while customers still want that personal interaction, we think that AI-powered solutions will find their appropriate place in the service journey.”
Back in September 2018, COPC also released a consumer edition of the survey, entitled “Consumer Insight: CX—Understanding Consumer Experiences and Opinions.” The report featured an extensive field of customer experiences and opinions in terms of unassisted channels. The survey highlighted that the resolution rate of multichannel engagements remains high at 75 percent, but satisfaction with multichannel experience remains only at 57 percent. 30 percent of surveyed customers also viewed interactive care such as online chat as the most convenient, which was a 20 percent jump since 2015. These findings indicate that businesses need to improve and integrate artificial intelligence in their organizations to best support customers.
In addition to AI content, the corporate edition (of the) report also includes survey results on key topics such as aligning brand culture with a customer-first strategy and providing a consistent experience across customer service channels. Specific findings include:
Thank you for signing up, please check your email for more information.