UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. The digital transformation of customer support extends beyond the interaction between support agents and customers. AI Goes Internal.

Trends 78

Trends Self Service Contact Center Chatbots 78

ShepHyken

OCTOBER 4, 2019

In 2020 , customer experience will overtake price and product quality as the key brand differentiator. It is all about how businesses interact with their customers to form a meaningful connection. Focus on customer engagement implies a focus on customer interaction. Customer engagement guarantees business growth and success.

Brands 122

Brands Engagement How To ROI 122

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Published on: January 09, 2020. We’ve looked through all of our posts from last year and have picked a top 10 to start off 2020. Avoid these Five CX Leadership Traps!

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

Integrity Solutions

JANUARY 18, 2021

Now that 2020 is in the rear view mirror, most of us are ready to bid good riddance to an incredibly tumultuous year and do our best to forget it. But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020.

Sales 125

Sales Social Media Course B2B 125

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). That being said, we are excited to announce that Glia has been listed in Gartner’s 2020 Market Guide for Digital Customer Service and Support Technologies. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | CX Explained.

Report 56

Report Innovation Communication Customer Service 56

Optimove

MAY 18, 2020

With every passing year, brands and customers expect their mutual interactions to take a more personalized, understanding, and relevant turn. ” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them.

Marketing 98

Marketing Report Call Center Travel 98

Gainsight

DECEMBER 27, 2019

With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. In-app engagements are a great way of interacting with your users and ensuring they have a great experience. The role of the board is changing.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. Interactive features like Q&A sessions engage citizens directly, enhancing transparency and trust.

Government 203

Government Communication Self Service Chatbots 203

Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Perhaps most importantly, Customer Science makes it easier to anticipate customers’ needs and ensure you have what they want when they want it in personalized interaction.

Exercises 88

Exercises Consulting Government Call Center 88

ProProfs Chat

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. When interacting with a business for customer service and support, 78% of consumers use mobile devices.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Strativity

DECEMBER 12, 2019

That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back. From apps and signage to Interactive Voice Response , customers want to hear your messages in a human tone. Speak Human.

Trends 64

Trends Customer Experience Policies Employee Engagement 64

Upstream Works

JANUARY 2, 2020

This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. The whole point is to make customer interactions seamless, efficient, and consistent regardless of which channel was used.

Omni-Channel 78

Omni-Channel Contact Center Technology Video 78

SmartMessage Blog

DECEMBER 30, 2019

As we welcome 2020, we compiled MarTech trends that will continue to be on the scene for your interest. In 2020, we will see more organizations getting advantage of these advances. Video marketing and UGC (User Generated Content) will keep their importance in increasing reach and interactivity. What is Omnichannel Marketing?

Trends 40

Trends Technology Marketing Omni-Channel 40

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

Kayako

SEPTEMBER 23, 2022

Simply put, a unified customer experience is when customers feel like they are interacting with a single company, regardless of their channel. This blog post will discuss unified customer experience and tools you can use to achieve it for your business. April 30, 2020). Are you ready to deliver Friction-Free Customer Service?

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Social Media 156

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence. Submit Application.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. The post Guest Blog: Digitalizing Customer Service for 2018 appeared first on Shep Hyken.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Read the post in full here on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Share this page on: Tweet.

Customer Service 118

Customer Service Video Customers Interaction 118

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. In 2012, she co-founded the blog, CustomerServiceLife.com. She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC.

Trends 126

Trends Analytics Interaction Customers 126

CX Workout - Ideas Blog

DECEMBER 22, 2020

Early in 2020, as the country began to quarantine, our emotion algorithm detected an increase in gratitude across our CX related research efforts. This pattern of increase continued throughout all our 2020 CX related work. We noticed an uptick in gratitude across all 2020 CX related Imaginative Questions.

NPS 52

NPS Financial Survey Effort Score 52

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Brands 221

Brands Social Media Roadmap Contact Center 221

Bizagi

JANUARY 23, 2020

What are your plans for Intelligent Process Automation in 2020? Now, IPA is set to gain notoriety, with Deloitte hailing 2020 as “the breakout year for intelligent automation.”. Here are four ways that you can ready your business for Intelligent Process Automation in 2020.

Net Promoter Score 72

Net Promoter Score Banking Apparel Customer Centricity 72

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020. But many still struggle to build empathy into their customer service interactions – why is this? Share this page on: Tweet.

Customer Service 114

Customer Service Trends Customer relationships Loyalty 114

Upstream Works

DECEMBER 18, 2019

For many companies, customer service is driven by analog technologies, and while telephony remains the dominant mode of interaction, this approach falls short of today’s customer expectations. The post Key Contact Center Trends to Watch for in 2020 appeared first on Upstream Works.

Contact Center 78

Contact Center Trends Omni-Channel Technology 78

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. In 2020, during the peak of the pandemic, teams across industries began to place less pressure on typical efficiency metrics and more towards agent well-being. 70 per interaction.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

ViiBE Blog

JANUARY 20, 2022

ViiBE Blog 5 creative ways to digitally interact with customers, increase touchpoints, and track satisfaction levels Share this article Contents Share this article Contents Digital interaction with customers is now an essential tool as online business is going through its rebirth. What are customer touchpoints? Download now 2.2.

Touchpoint 52

Touchpoint Interaction e-support Infographics 52

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

SurveySparrow

JANUARY 28, 2020

10 Best Online Reputation Management Software in 2020. And that’s exactly why we’ve listed out the top ten online reputation management tools of 2020 after thorough research. Podium is a one-stop-shop where you can track, monitor and generate reviews and customer interactions from various sources. We totally get that!

Software 89

Software Net Promoter Score Management Social Media 89

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. In fact, the success rate of bot interactions in the healthcare sector was only 12% according to the same Juniper study. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Chatbots 76

Chatbots Social Media Healthcare Study 76

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. High performers are 7 to 8 times more likely to be effective at integrating data into a single view of the customer, analyzing customer interactions across channels and engaging customers with personalized cross-channel experiences.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Published on: October 16, 2020. To find out more read the full post on our parent company Enghouse Interactive’s website. Guest Post: Emotive CX for Customer Interaction. Optimising Contact Centres.

Call Recording 113

Call Recording Trends Meeting Innovation 113

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

Comm100

OCTOBER 25, 2021

Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences. This blog has only just touched upon why higher education must offer digital support. Further Reading.

Engagement 217

Engagement eBook Chatbots Social Media 217