It is the voice of the customer (VOC) that is the driving voice. Additionally, it is what should be important to the ...

A new FICO survey finds that 88% of bank customer respondents report that customer experience is as important or more important than its products and services. 33% of respondents have only changed ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and ...

Nextiva, the leading unified customer experience management (UCXM) platform, today announced the results of its recent survey of customer experience (CX) decision-makers, providing insight into ...

America’s Best Customer Service ... the best customer experience using a variety of measures, including public data and a large-scale confidential online survey conducted among U.S. customers ...

The first step in improving customer experience is understanding what your customers truly want. This means going beyond ...

Mobile money is the most frequently used digital platform in 2024, the 2024 West Africa Banking Industry Customer Experience Survey has revealed. This represented a 7-percentage point increase ...

Thirty eight percent of Ghanaian retail consumers feel their finances have worsened in the last one year. According to the 2024 West Africa Banking Industry Customer Experience Survey by KPMG, the ...

The survey, which collected feedback from more than 1,000 in-house customer experience leaders across the US, UK, and Canada in November of 2024, found that CX has transitioned away from being ...