CEAi Industry Research
Achieve World-Class Customer Experience Excellence with Research and Best Practices
A first of its kind, CEAi Customer Experience Industry Research was developed based on ClickFox's work with leading organizations and service providers who remain committed to accurately measuring and analyzing their customer experience performance over time for continuous improvement. Drawing on a massive repository of customer behavior data for over 240 million consumers, CEAi analyzes key industry and cross-industry trends in areas like self-service effectiveness, first contact resolution, customer satisfaction, and customer retention and loyalty trends for financial services, wireless/telecom, utility, insurance and healthcare.
Based on close engagements with progressive industry leaders, we have identified the most critical metrics and performance indicators impacting operations cost, customer satisfaction and customer loyalty, and also discovered the most cost-effective, non-disruptive improvement strategies to drive hundreds of millions dollars in annual savings and double-digit improvement in key performance indicators (KPIs).
Learn what some of today's best-in-class Fortune 500 companies already know - if you are interested in becoming an early adopter of CEAi, or would like to see a sneak peek at the initial findings, feel free to register.
The emergence of automated self-service has provided consumers with more convenient, efficient means of interacting with companies, and has succeeded in reducing costs servicing customers through more expensive channels. Although many consumers regard Web self-service as a key component of the customer relationship, voice self-service is still plagued with negative perceptions, low adoption and weak customer trust.
This market brief presents challenges, key industry findings and proven best practices for impacting and improving voice self-service customer experiences.
A growing number of channels have emerged in recent years beyond traditional retail stores, snail mail and call centers. Consumers have a wide array of new quick, convenient ways to interact with companies for a variety of purposes. But what do consumers' want? ClickFox recently conducted an online survey to find out consumers' preferred method of interaction when completing various service tasks, across industries like telecom, financial services and utilities.
This report presents key findings and analysis of the survey results, presenting trends within and across industries and opportunities for capitalizing on customer needs and preferences.
We recently conducted an online survey to understand what customer service issues frustrate consumers the most, and how they respond to negative experiences. The online survey delivered valuable insight into consumer tipping points and the true impact of poor service on satisfaction, loyalty and brand reputation.
