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CXMB Series: 2016 Consumer Edition 

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Execs In The Know © 2017

Working with our research partner COPC Inc., Execs In The Know creates a yearly Customer Experience Benchmarking Study. One installment focuses on Corporate Insights and the other on Consumer Insights. For more industry knowledge, awareness, and data on the customer experience, view the reports below.

In 2016, the Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series (titled Customer Journey Insights: The Consumer’s Perspective) places more emphasis on the customer journey than ever before. In addition to maturing data sets and a host of new questions, this year’s report introduces two new sections: The Millennial Consumer (Page 35) and The Alternative Channel Customer Journey (Page 57). These entirely new sections are aimed at understanding the evolution of the customer experience, both demographically and by channel.

As with past reports, we continue to approach results by dividing care solutions into four distinct channels: Traditional, Interactive, Social Media and Mobile.

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