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Are you CX Savvy? See how you stack up

by • November 17, 2015 • NewsComments (0)1240

On 17th November, the UK’s first and most comprehensive study on customer experience maturity in UK enterprise organisations will launch. And you can be a part of it.

Created by the UK Contact Centre Forum (UKCCF), in partnership with Insight Now (the team behind Dimension Data’s Global Contact Centre Benchmarking Report), the study will explore among other things, Net Promoter Score and sentiment analysis to real-time service recovery and root cause analysis.

So whether your company uses one, some or all of these tools, take the survey between 17th November and 31st December 2015  to see where you stand.

Insightnow

 

Click here to take part…

How do you measure up?

It only take a few minutes to complete the survey, and once the results are in, you’ll get free access to the analysis, to compare your business to others all across the UK.

You’ll also be invited to a UKCCF event on 29th January 2016, where the results will be presented, with insight from the customer experience experts at Insight Now .

Here’s a taster of what the team will share:

  • Quantitative analysis to establish benchmarks and enable brand comparisons on areas such as resource, strategy, governance, measurement and information systems.
  • Categorisation of qualitative data to give insight on drivers and barriers to customer experience.
  • Full data analysis, with results split by vertical, organisation size and B2B/B2C market.

If you can’t make it to the event, the presentation will be available for UKCCF members to download at uk-ccf.co.uk  afterwards.

Please note: as some of the information collected is sensitive, data and benchmarking specific to an organisation will only be shared on a private basis, on request.

Give your business case a boost

You might just be curious to see how your CX maturity compares to your peers’, or want to see what best practice looks like in the UK today. But this study will also provide a powerful tool for insight teams making a case for investment.

As well as providing evidence of where investment in programs can be linked to proven returns, the insight you’ll gain could help you make a serious business case for creating a CX-focused programme to improve your ranking.

 

Keep reading…
Dimension Data’s 2016 Benchmarking Report
Man vs. machine: automated and manual sentiment analysis
There’s more to loyalty than NPS

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