ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. This, according to the article, can put a company that’s not customer focused in a “fragile” position.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

VDS

SEPTEMBER 17, 2020

Here are three emerging technologies that have helped in the chaotic customer service landscape of 2020: Voice Biometrics. When implemented, customers no longer need to answer questions to prove their identity. Your customers want issues resolved with as little effort as possible.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Integrity Solutions

MAY 26, 2022

employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. Compared with 2017, U.S. employees experienced 2x more pressure in 2020. Of course, 2020 was a significant and uniquely challenging year for many reasons.

Sales 52

Sales Culture Leadership Brands 52

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

CustomerSuccessBox

DECEMBER 6, 2021

Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. In September 2020, he founded the Customer Success Leaders Institute to improve the contribution and effectiveness of CS leaders globally.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

West Monroe

DECEMBER 21, 2021

According to a 2020 survey , 61% of patients said they would visit their healthcare provider more often if the communication experience felt more personalized. Only then can they turn inconsistent, uncoordinated and transactional experiences into a purposefully designed, well-orchestrated, and customer-focused one.

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ShepHyken

SEPTEMBER 25, 2017

Elon Musk is a role model in many areas, and now you can add customer service to the list. Customer Experience Is The Product by Vala Afshar. Huffington Post) The number of connected devices on the Internet will exceed 50 billion by 2020, this according to Cisco. He nails this one on customer experience (CX).

Customer Service 74

Customer Service Social Media Tips B2B 74

Oracle

JANUARY 13, 2020

NRF 2020 Vision: Retail’s Big Show kicked off on Sunday, January 12 in New York City with a record-breaking 40,000 attendees including 16,000 retailers, 800 exhibitors, 200 sessions, and more than 100 hours of content anticipated, according to NRF. Chris Baldwin, Chairman and CEO, BJ’s Wholesale Club at NRF 2020.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21