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Survey: How to create cutting-edge CX in financial services

Our independent survey explores how financial services companies define, measure and improve their omnichannel customer experience. Continue reading

Benchmarking report: OpinionLab Customer Opinion Index June 2016

Download the latest COI report to find out how your overall customer experience compares to your industry peers and where exactly in your customer journey you should be looking to improve. The June COI report reveals that customer mobile expectations are rising, which has led to a decrease in CX scores in certain industries. Continue reading

Benchmarking report: The OpinionLab Customer Opinion Index February 2016

The results of this COI report - which explores CX quality across the customer journey by industry - underline the need to focus on specific areas of your customers’ journey, especially the early stages when their perception of your organization is highly dependent on their digital interactions with you. Continue reading

Customer Opinion Index Report October 2015

In this edition of the COI, we’ll dig into a summation of our quarterly customer experience findings as well as scores for a handful of key industries. For the first time, we’ll also report quarter-to-quarter data and analyses for the … Continue reading

Customer Opinion Index Report March 2015

Analysts have been forecasting big things ahead for the customer experience, going so far as to identify CX as one of the top 3 investment areas for CMOs over the next two years. Read our latest COI Benchmark Report to … Continue reading

Customer Opinion Index Report November 2014

Continuous listening is drawing more and more attention from executives looking to create the winning conditions for customer experience excellence. Download this quarter’s copy of the COI and receive: Over 60 updated CX metrics across 8 major industries Year-over-year CX … Continue reading

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