12/10/2019 | News release | Distributed by Public on 12/10/2019 16:00
Which brands get top marks from consumers when it comes to contact center experience?
Allstate, Bank of America, Cox, Kaiser Permanente, and T-Mobile took the top spots in in the latest edition of the Verint Experience Index (VXI). Our new report details how 25 leaders in banking, cable, health insurance, property/casualty, and telecom rank on satisfaction and NPS®.
Businesses know that every step in the omnichannel customer journey is important when it comes to improving loyalty, recommendations, and the bottom line. The VXI confirms that companies can save more than $1 million dollars per one million calls by increasing the success of their digital, self-serve options by 25%.
The Journey Is Omnichannel
For each of five industries-banking, cable, health insurance, property/casualty insurance and telecom-the VXI examines the omnichannel journey and the paths that lead people to and from the contact center. The takeaway? No two journeys are alike.
And, as the report details, for the 14-20% of consumers who reported their issues were not resolved, nearly half would consider switching to a competitor. Take banking, for example, which had the second lowest rate of those considering a switch at 52%.
Consumers Reward Great Customer Experience
All journeys come down to the experience. Regardless of industry, consumers value and reward brands that deliver great CX-and satisfaction impacts future behaviors:
Get full details by downloading the VXI report. Our data and insights will show you why improving the contact center experience is an opportunity to increase loyalty, keep customers engaged with your brand across the omnichannel journey, and benefit your bottom line.
About the Author
As a pioneer in customer experience analytics, ForeSee delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.