A Series of Data-Driven Reports for CX Leaders

Since 2012, COPC Inc. has partnered with Execs In The Know to compile the hottest, industry trends, year-over-year insights, and advanced data in the form of the Customer Experience Management Benchmark Series.

 

With three different installments – Consumer Edition, Corporate Edition, and Vertical Insights – there is no place else where you’ll find this level of actionable industry insights, customer thought processes, and groundbreaking CX data all in one place.

Download It Now

CXMB Reporting Series

Each year, Execs In The Know taps into our most valuable resource – the community of CX leaders – to compile our bi-annual CXMB reports. The insights found in these in-depth survey findings as well as EITK’s other research ventures provide a glimpse into the minds of consumers, corporate-level execs, industry-specific professionals, and much more.

  • Consumer Edition

    Chatbots made their CXMB Report debut in 2019, and they’re not going anywhere. Is your business prepared for their impact on the CX industry?

    View Editions

  • Corporate Edition

    While many customers still prefer speaking to a live person, interest in AI-powered solutions for customer care is exploding.

    View Editions

  • By Vertical

    Industry-specific insight reports provide all the same CXMB advanced data with a personal focus on the financial services, retail, or travel & hospitality verticals.

    View Editions

  • The State of Multilingual Customer Experience - A New Report in 2019

    EITK and Unbabel delivered a new comprehensive research report exploring the impact of multilingual support on CX.

  • download the report here


 

 

Key Stats

  • Half of respondents who traveled for both business and leisure required multiple instances of contact to reach resolutions.
  • 60% of all shoppers who interacted with a retail brand indicated they took a multi-channel approach.
  • Only 45% of respondents feel financial service brands they do business with do a good job of protecting private information.

 

Key Stats

  • 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 45% of respondents indicated they’d be willing to pay more for a product or service if they knew they would receive world-class customer service as a result.
  • Consumers are satisfied much more often when choosing a multichannel experience willingly as opposed to being forced into it.
See the Latest CX Trends

 

 

Key Stats

  • Interest in and budget for AI-powered solutions for customer care expanded at a rapid pace year-over-year. In 2017, only 17 percent of brands had incorporated AI into their customer care business. In 2018, this rate nearly doubled to 30%.
  • About half of all brands with AI-powered solutions are deploying both agent-assisting and customer-facing solutions.
  • Only one in 10 brands feel they are doing a good job of providing consistency across channels. Furthermore, nearly a quarter of all brands had no initiatives to improve their cross-channel consistency.
Improve Your Company’s CX With This Data

Need a custom report?

Contact Us for More information