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Firms with digital CX policies in place for 1-2 years score higher in benchmarks
Curbside pickup drops from 34% of retailers to 25%
Alida Bodine & Co CXPA empathy CX
65% of CX leaders admit their organizations don’t measure empathy
social media for customer service CX
The state of customer service via social media in 2022
Only 40% of insurance customers are getting the digital experience they want
S&P 451 Research CX
S&P Global research finds CX leaders have almost 3x equity returns
Why a marquee culture is key to lighting up better customer experiences
Why customer crises deserve a journey map all their own
Amplitude and HBR Analytic Services shows ‘engagement’ outweighs NPS as a digital metric
Northridge Group CX
First contact resolution has declined from 53% to 42% since COVID-19
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