Press/Events

Past Event

CFI Group Gov CX Forum - October 18, 2018

Join CFI Group, the Federal Consulting Group (FCG), and agency professionals for an opportunity to explore best practices with your peers who measure and manage the customer or employee experience at their agencies. Presenters will share how they use feedback mechanisms to improve operations and fulfill the missions of their agencies. This event is open to government employees.


News


Press

November 9, 2018

New Report: Customer Online Shopping Expectations Set by Top Retailers

A full 84% of online customers say the experience with superior online retailers elevates their expectations for how other retailers should perform. ANN ARBOR, Mich., November […]
October 10, 2018

Peak Season is an Opportunity for Retailers to Accommodate Big Spenders

A new retail report by CFI Group and Radial shows that online retailers should understand Big Spenders, customers who spend $500+ annually online with expectations for […]
August 2, 2018

Retail Report: High Customer Expectations for Online Tools, Agent Interaction, and Loyalty Personalization

A new report by CFI Group and Radial shows that customers expect online tools that are easy and useful, live agents who are efficient and effective, […]
June 19, 2018

Report: Government Contact Center Satisfaction Index (GCCSI) Remains Flat

A new CFI Group report shows government contact center satisfaction is unchanged from 2017 and below private sector satisfaction. To improve, government contact centers must learn […]
May 8, 2018

Retail Report: 80% of retail customers first try to resolve their issue online before contacting customer service

A new report by CFI Group and Radial shows that retailers must manage across the entire customer service journey to create an excellent customer service experience. […]
April 5, 2018

88% of Callers Who Reach an IVR Still End Up Speaking with a Live Agent

CFI Group’s Contact Center Satisfaction Index (CCSI) 2018 report shows that while the agent has the largest impact on the customer’s experience with customer service, companies […]

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