Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Bold360

JULY 9, 2019

Well when it comes to customer loyalty and retention, good customer experience talks much louder. Approximately 40% of financial services and insurance (FSI) companies struggle to keep up with changing customer expectations and behavior.* Do they ever have to put customers on hold or even step away to get additional help?

Financial 45

Financial Industry e-support Hotels 45

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk COO Gadi Shamia presented “5 Crazy Ideas for Transforming your Contact Center” to a packed breakout session room.

Contact Center 42

Contact Center Self Service Innovation Report 42

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. You need a strategy in place based off your customer journey.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Smith+co CX

JANUARY 30, 2018

“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. According to Forrester’s 2017 CX Index , customer experience quality has plateaued or declined for most industries and companies. Have the aliens landed?

Culture 28

Culture Leadership Airlines Brands 28

Comm100

JANUARY 5, 2021

This makes it all the more important to know how your live chat provider is managing your and your customers’ data, and what measures it has in place to detect and neutralize security breaches. Vulnerable chatbots. Chatbots have become a natural extension of live chat by helping businesses offer 24/7 customer assistance.

Chatbots 130

Chatbots Exercises Banking Airlines 130

ProProfs Chat

JUNE 14, 2019

Build a Delightful Customer Experience With These Customer Service Statistics. Access to trends and insights on customer experience is important for your brand to learn about the areas where you can improve your services and products. With this blog, we aim to help you do just that. Latest Customer Experience Trends.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Share this page on: Tweet.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Esteban Kolsky

FEBRUARY 15, 2018

My good friends at ServiceNow asked me to do a webinar with TSIA about digital transformation in customer service a couple of weeks ago (the delay in posting this was that my hosting provider decided to upgrade their servers – resulting in a week+ of downtime for my blog, and travel). customer service channel adoption 2012-2017.

Self Service 68

Self Service Customer Service Study Chatbots 68

John Paul

JULY 26, 2018

It is more important than ever for the concierge industry to offer its users outstanding and memorable customer experiences through an omnichannel approach. Artificial Intelligence & Chatbots. Because of this, technology has remained been behind-the-scenes.

Technology 45

Technology Hospitality Hotels Loyalty 45

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Ecrion

SEPTEMBER 23, 2020

Understanding the variables that impact customer service means the difference between retaining and growing your customer base versus losing revenue due to lost customers. In this blog, we highlight 63 of the top customer service statistics you can leverage to ensure the former and prevent the latter.

Infographics 105

Infographics Self Service Customer Service Social Media 105

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101