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Improving the Customer Experience

Customer Experience Initiatives

Customer Experience Initiatives


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Customer Experience Initiatives

We asked companies to share Customer Experience strategies and experiences to identify the approaches that lead to improved Customer Experience and ultimately to higher customer satisfaction. We also ask companies to provide their plans moving forward as well as lessons learned along the way.

Customer Experience Initiatives shares program structure, strategy, goals, performance, lessons learned, challenges overcome, plans for the future, and practices that have led to an improved Customer Experience. In addition, we provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants.


1st Edition: Published April, 2017, updated August 2017.

The published report will feature the following analysis & graphs:

  • Customer Experience Initiative Findings & Trends
  • Countries represented
  • Industries represented
  • Customer Experience Organizations
  • Customer Experience Program Maturity
  • Most Difficult Challenges Faced
  • Customer Experience Measurement Framework
  • Years Measuring Customer Experience
  • Top 5 Ways to Promote Customer Experience Improvement
  • Top Ways to Improve the Customer Experience
  • Participant Successes
  • Post-Call Survey Strategies
  • Post-Call Results Tied to Performance?
  • Availability of Post-Call Survey Results
  • CTI for Post-Call Surveying?
  • Agents Know Post Call Surveyed?
  • Automatically Survey Repeat Callers?
  • Access Post-Call Detail?
  • Caller Opt In/Out Post Call Survey?
  • Percent Callers Surveyed Daily?
  • Post Call Survey Development
  • Avoiding Oversampling
  • Post-Call Strengths/Weaknesses
  • Post-Web/Email Survey Strategies
  • Availability of Post-Web/Email Results
  • Automatically Survey Repeat Web Visitors or Email Respondents?
  • Access Post-Web/Email Detail?
  • Percent Web Visitors or Email Respondents Surveyed Daily
  • Post Post-Web/Email Survey Development
  • Post-Web/Email Strengths/Weaknesses
  • Social Media Feedback Approaches
  • Tying Social Media Comments to Performance
  • Responsibility for Responding to Social Media Feedback
  • Measuring Customer Satisfaction
  • Frequency of Customer Satisfaction Measurement
  • Customer Satisfaction Score Results
  • Benefits of Customer Experience Initiatives
  • Program Enhancement Plans
  • Lessons learned
  • Innovative or Winning Strategies
  • List of Participants