Press/Events

Past Events

Medallia City Tour — Washington, DC - December 12, 2019, Washington Marriott at Metro Center

Sheri Petras, CFI Group CEO, guest speaker

The Government Experience Event is your ticket into a community of experience management professionals committed to delivering exceptional experiences. This is where pioneers & experience champions unite to shape, experience, & challenge the future of government experience (GX): customer experience (CX), employee experience (EX), and Voice of the Public (VOP).

Join us to hear how government and business leaders are reinventing and changing their organizations to be truly customer-centric.


News


Press

December 3, 2019

New Retail Report: Customers Are Looking for More Value out of Loyalty Programs

63% of retail customers say offering faster delivery influences signing up for loyalty membership ANN ARBOR, Mich., December  4, 2019 – A new retail report by […]
August 23, 2019

New Retail Report: Live Chat, In-Store Pickup, and Ship to Store Boost the Retail Customer Experience

43% of online retail customers are more likely to purchase from a retailer that offers online chat ANN ARBOR, Mich., August 23, 2019 – A new […]
May 15, 2019

62% OF RETAIL CUSTOMERS EXPECT AGENTS TO SEE ACTIVITY HISTORY

ANN ARBOR, Mich., May 15, 2019 – A new report by Radial and CFI Group provides retail customer insights from a survey of 500 online shoppers […]
May 2, 2019

GOVERNMENT CONTACT CENTER SATISFACTION DROPS TO 6-YEAR LOW

ANN ARBOR, Mich., May 02, 2019 – CFI Group’s 2019 Government Contact Center Satisfaction Index (GCCSI) fell to 63, as measured on a 0-100 scale, down […]
April 4, 2019

CUSTOMER SATISFACTION WITH CONTACT CENTERS IS DOWN

ANN ARBOR, Mich., Apr. 4, 2019 – CFI Group’s 2019 Contact Center Satisfaction Index (CCSI) slipped to 68, as measured on a 0-100 scale, down 3% […]
February 27, 2019

CUSTOMER SATISFACTION WITH FEDERAL WEBSITES REMAINS FLAT

ANN ARBOR, Mich., Feb. 28, 2019 – CFI Group’s 2019 Government Websites report shows that customer satisfaction with federal government websites remains at 73, as measured […]

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