The Northridge Group
Insights and Resources for Improving the Customer Experience
State of CX 2023 Research Report: Part II
7th Annual CX Survey of 1,000 customers and 250 business executives
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The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience.
Key highlights include:
- Nearly half of consumers surveyed had knowingly spoken to a customer service associate who was at home, and almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue. Yet more than 1/3 of business leaders want contact center associates back in the office.
- 93% of business leaders surveyed believe their companies make it easy for customers to resolve their issues, but only 66% of customers felt this way in return.
- 92% of business leaders surveyed would like to provide additional training to their customer service representatives, with ‘soft skills’ being the top area of investment and/or improvement.
- Response vs. Resolution: Chat with an agent increased 7% when it comes to speed of issue resolution, which indicates that consumers are finding chat to be one of the fastest ways to elicit a response as well as resolve their issue.
Part I was released at the end of 2022. Didn’t get it? Download your copy here.
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Northridge is an award-winning boutique firm with an outsized presence in the CX operations and management consulting space, serving Fortune 1000 organizations in the healthcare, financial and professional services, telecom, retail, energy, transportation, and government sectors. We offer innovative solutions to your most complex business challenges.
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