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 off a massive source of customer behavior data from over 400 million consumer accounts, CEAi analyzes key industry and cross-industry trends. Concentrated areas include self-service effectiveness, first contact resolution, customer satisfaction, customer retention and loyalty trends which are identified for financial services, wireless/telecom, utility, insurance and healthcare.
Based on close engagements with progressive industry leaders, we have recognized 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 of dollars in annual savings as well as double-digit improvement in key Performance Indicators (KPIs).
Learn what some of today's best-in-class Fortune 500 companies already know as early adopters of CEAi.
Wireless OS Service Costs
How many times have you found yourself stuck trying to use an app for your BlackBerry? Or found that the location-based restaurant app doesn’t work the way it’s supposed to? Or worst of all, your corporate e-mail is not coming through to your smartphone the way it’s supposed to?
Well, it turns out that questions like these increase the number of customer service calls to wireless carriers, increasing servicing costs. If we look closely at smartphones by operating system, there are clear differences. Analysis of more than 250 million wireless subscribers in the U.S. revealed interesting data points around the cost of servicing smartphone users
Enabling customers to perform appropriate activities via self-service has been at the top of enterprise’s to-do list for years. One critical and often overlooked piece of building effective self-service is identifying the customer, commonly referred to as Authentication. Authentication success depends on two factors: offering the simplest, most seamless process for the customer. And a company's ability to match customer inputs to the correct customer account.
This market brief presents the impact that authentication has on customer experience and operational costs.
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 self-service customer experience.