Overview
Investing in CX across the customer journey with proactive programs drives YOY improvements including 94% reduction in service costs, 77% greater customer retention, and 4.4x increases in customer satisfaction.
Often CX leaders are balancing pressures to lower support costs while also growing revenue and improving profit margin per customer. And they find that traditional customer service performance and efficiency KPIs don’t drive the right CX outcomes.
The new Aberdeen report, “Proactive Outreach: Generate Customer Loyalty & Boost Your Finances,” highlights research from companies who are boosting performance across CX, operations and financials.
Learn how companies deliver impressive KPIs by:
- Retaining more customers year-over-year
- Increasing customer satisfaction
- Generating greater annual revenue
- Reducing the number of customer complaints
Proactive CX Isn't About Inbound Call Reduction
To date, the focus of most companies has been on improving the handling of customer queries as they come in, be it through chatbots, self-service, or call centers.
Ultimate Survival Guide for Transforming Reactive Service into a Proactive Experience
Research by Salesforce shows that 45% of customers will switch brands if companies don’t actively anticipate their needs.
Top 5 tricks: Digital CX that’s one step ahead of your customer
WEBINAR OnDemand: Top 5 tricks: Digital CX that’s one step ahead of your customer