New report alert — 5 CX benchmarks To live (and grow) by

Brand success today is built on customer experience and loyalty, a fact you’re probably well aware of if you manage a customer support organization. A whopping 88% of customers are more likely to make repeat purchases from a brand that offers them a personalized experience.

With the CX workflow changing and becoming a path toward revenue, you’ll have to find new benchmarks to measure your team’s performance against.

In our latest report, 5 CX benchmarks to live (and grow) by, we break down the five big metrics that will be critical for your contact center’s success now—and we’ll give you tips for how to improve into the future.

REPORT

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Insights we found in the CX landscape

We built our report with data from over 150 Gladly customers spanning a full year of their contact centers’ conversations. The report reflects a variety of industries of different sizes and stages, too. Read it to get a well-rounded view of CX trends across the board.

Without sharing any spoilers, here’s a peek at what we found:

Minutes matter

Time is the name of the game when it comes to customer experience. So your agents (and your AI) have to put that time to good use. AI automation and information surfacing paired with your agents’ problem-solving abilities can drive growth for your company if done quickly and efficiently.

“Where” matters

Customers reach out to agents both where they’re most comfortable and where your agents are most likely to be. Some industries show a preference toward certain channels, while others take a wider approach. Use our report to determine what makes the most sense for your contact center and customers.

Knowledge matters

Ongoing training for agents and AI makes a big difference in the long run. Agents perform better consistently when they have access to resources, product updates, and complete customer profiles. Let AI be one of the resources that your agents can tap into to help resolve issues, and expect to see customer loyalty follow.

Grow with these 5 benchmarks

This is just a taste of what we offer in our report, 5 CX benchmarks to live (and grow) by. Download and read it now. Then, activate your contact center with new success metrics and strategies that can help you drive business.

REPORT

Think you know what the 5 CX benchmarks are?

Download to find out