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CXMB Series: 2016 Corporate 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 Customer Experience Management Benchmark (CXMB) Series reports saw a number of new areas of exploration, particularly around the multichannel experience, omnichannel migration, channel consistency and the alternative channel journey. These new topics, along with the tried-and-true exploration of channel results and strategic and operational insights, have helped to shape one of the most robust and comprehensive sets of reports so far in the series.

As with past reports, we continue to segment and define each channel of care and channel solution as follows:

Traditional Care: Phone, Email and In-Person
Interactive Care: Online/Video Chat, FAQ and Self-Help
Social Media Care: Twitter, Facebook, Forums, etc.
Mobile Care: SMS/Text, Apps and Mobile Chat

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