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CXMB Series: 2019 Consumer Edition 

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Execs In The Know © 2019

The 2019 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series marks the 14thvolume in the set. In this year’s volume, the advanced data explores the various experiences and opinions of consumers through a diligent series of online survey modules, with each one directed at a specific aspect of the customer service journey. By tapping into consumer insights and unveiling industry trends, each section of this report was designed to inform decision-makers through yearly customer input.

This year’s data includes a number of new questions to reveal customer inputs regarding emerging industry trends, such as contact avoidance, dissatisfiers, and an entirely new solution topic – Chatbots. This new Interactive Care solution has added a whole new element to not only this CXMB Report, but the entire CX industry.

Additionally, this latest CXMB installment features the latest industry data in regards to Traditional Care (Phone, Email, and In-Person), Social Media Care (Facebook, Twitter, Forums, etc.), Mobile Care (Apps, Text/SMS, and Mobile Chat) and Interactive Care (Chatbots, Online/Video Chat, FAQ, and Self-Help).

Some of the highlights from this year’s CXMB Report include:

  • Customer satisfaction with the multichannel experience reached an all-time low, with just 38% indicating a satisfactory experience in 2019, down from 57% in 2018.
  • Only 35% of consumers think brands are generally meeting their customer care needs and expectations.
  • Phone slipped to its lowest level of usage in eight years’ worth of CXMB Series data in 2019, with only 60% of respondents indicating they had used the solution to resolve an issue in the past 12 months.

In an industry constantly evolving to keep up with new technologies and an audience that deserves nothing but the best, the CXMB Series is designed to inform about such changes and provide a look into consumer and corporate perspectives on the CX industry’s most pressing issues.
We hope you, your organization, and your customers benefit greatly from this data and analysis.

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