Published By: IBM APAC
Published Date: Jun 07, 2017
The 2017 CEI results indicate that brands have significant room for improvement in terms of satisfying customer expectations: On a scale from 0 to 100, the average CEI score is 33.
Download this white paper to find out more.
Join this webinar to get a deep dive into the Customer Experience in Retail and to hear how retailers are performing across multiple dimensions. See the results from the Customer Experience Index Survey, assessing more than 550 retailers in 23 countries.
The Customer Experience Index Survey findings:
- Explore how retailers are creating differentiated brand experiences for their customers across channels
- Provide a benchmark for your brand experience in terms of capability, coverage and compliance.
- Assess your aptitude for responding with relevance and speed to the priorities that matter most to your customers
There's a lot of opportunity for companies to drive better business results by improving their customer experience management efforts. How? By charting a course toward Experience-Based Differentiation (EBD).
To date it has been virtually impossible to find reliable and meaningful standard metrics for multi-channel customers that measure the influence of the online shopping experience on total revenues. Learn more about the Multi-Channel Value index (MCVI), a strategic metric developed by ForeSee Results that projects the contribution of the website to a multi-channel retailer's overall sales through a calculation based on the ACSI methodology.