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Creating cutting-edge customer experiences in Financial Services

This independent survey of CX professionals working in financial services – available exclusively to OpinionLab – explores: the perceived importance of customer experience across the industry how to implement the resources needed to implement new CX initiatives how to define … Continue reading

Customer Opinion Index Report June 2016

The June Customer Opinion Index (COI) report reveals the impact of mobile on customer experience. Customer mobile expectations are rising, which has led to a decrease in CX scores in certain industries. Key findings: Overall COI cross-industry score remains constant … Continue reading

Customer Opinion Index Report February 2016

OpinionLab's February 2016 COI explores the latest VoC and CX trends across multiple industries for the 2015 holiday period. 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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