Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. In 2015, we expect to see even more executives trying to build a customer-centric culture inside of their organizations. Contact Center Loyalty Aspirations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

DECEMBER 22, 2015

The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction. Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect.

2015 74

2015 Metrics Net Promoter Score 2011 74

Experience Matters

OCTOBER 27, 2015

Respondents think that the most important source of insights in the future will be customer interaction history, and they think that going forward, multiple-choice questions will be the least important. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

2015 110

2015 2011 2010 2013 110