Service business

AskNicely Releases State of the Frontline 2022 Survey Identifying Top Service Business Investments for Customer Satisfaction, Employee Efficiency and Revenue Growth

PORTLAND, Oregon., February 14, 2022 /PRNewswire/ — ask politelya leader in customer experience software for service businesses, today announced the results of its 2022 Investigation of the state of the front line. Led by Metrigy, and comprising 215 service companies in the US, UK, Canada and Australia, the first-of-its-kind report identifies four key areas that companies can invest in to empower their frontline teams to dramatically increase the return on investment of their customer experience (CX) investments. AskNicely Marketing Manager, Robert Galopwill present the results in depth during the virtual conference Global Frontline Experience Summit To take place Wednesday, February 16, 2022from 8:00 a.m. – 6:00 p.m. (PST).

“We are thrilled to reveal the invaluable information from the investigation,” says Galop. “Traditional methods of customer experience management are holding service companies back. Companies go a long way of collecting and analyzing data before taking action to improve the actual experience. This data can possibly – but probably not – trickle down to the frontline teams who can actually do something about it.Service companies that follow this approach spend more and get less from their customer experience than those that follow the AskNicely approach.

The survey found that service companies realize significant gains from their customer experience initiatives when they follow the AskNicely approach:

  • 105% improvement in customer satisfaction
  • 68% improvement in employee efficiency
  • 25% more revenue improvement

“CX and other business leaders have had tremendous success using technology to improve customer interactions. By developing innovative technologies that help empower frontline workers, we are seeing impressive and measurable improvement in customer and employee experience,” says Robin Gareiss, CEO of Metrigy and principal analyst. “Research clearly shows the value of products and services such as those offered by AskNicely.”

Metrigy is an innovative strategic research and advisory firm that analyzes business success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both technology analysts and renowned content developers, Metrigy focuses on some of the most exciting technologies including unified communications and collaboration, customer experience and contact centers, artificial intelligence, analytics, etc In the State of the Frontline Survey, Metrigy mapped the following key areas:

  • Customer experience maturity
  • Maturity of frontline experience
  • Employee efficiency
  • Client satisfaction
  • Impact on revenues and costs

The survey is unique in that no other study has been conducted at this level to link investments in frontline workers to improved business outcomes, and specifically the highest priority initiatives for companies. Services. Front-line and customer experience managers can leverage the results to identify and justify front-line customer experience and activation initiatives that will help them dramatically improve revenue, customer satisfaction, and efficiency. employees.

The Global Frontline Experience Summit will feature over 15 sessions with speakers including:

  • Dan Cockerell – Former Executive Vice President of Disney
  • Christine McHugh – Former Starbucks Executive Vice President, Customer Service and Operations
  • Charles Ryan Minton – Hotelier, Marriott Hotels
  • Joe Thorton – EVP/COO of HMS Host, former COO of Jamba Juice
  • Cheryl DeSantis – Chief People & Diversity Officer of SmileDirectClub

To register for the Global Frontline Experience Summit 2022, visit:

About AskNicely

Founded in 2014, AskNicely pioneered the Frontline Success platform, connecting the dots between employee experience, customer experience and revenue growth for service businesses. The industry-leading mobile technology platform delivers personalized coaching and motivation to frontline workers, fueled by real-time customer feedback and eliminates the need for layers of middle management. AskNicely serves more than 1,400 companies worldwide and has offices in United States, New Zealand, and the Netherlands. For more information, visit