Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

InMoment XI

FEBRUARY 9, 2024

Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Hyper Personalized Experiences for Every Car Shopper Each car shopper has unique needs and preferences. Data is foundational to achieving these goals.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Conference 236

Conference Customer Experience Contact Center Financial 236

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 163

Trends Customer Service Chatbots Omni-Channel 163

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 104

Customer Engagement Tools Engagement Knowledge Base 104

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Education Services Group

MAY 23, 2022

Customer Success Analyst. VP of Customer Success. Customer Success Manager. In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube. Justin Garlock.

Interaction 52

Interaction Multi-Channel Conference Customer Success 52

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. Be everywhere your customers need you with omnichannel . But where to begin?

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

Comm100

MARCH 14, 2022

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. out of 10 customer satisfaction score. In US government, this score languishes at 4.5.

Government 218

Government Wait Times Video Guidelines 218

Comm100

DECEMBER 13, 2021

Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. Live chat improves member experience .

Banking 130

Banking Financial e-support Wait Times 130

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Brands 229

Brands Customer Experience Customer Journeys Net Promoter Score 229

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. 5 Innovative Call Center Technologies in 2022. 5 Innovative Call Center Technologies in 2022. With 56.8%

Call Center 124

Call Center Self Service Technology Social Media 124

Comm100

FEBRUARY 1, 2022

However, with pent-up demand and anticipated surge in international enrollment in 2022 following the end of pandemic restrictions, schools need to get prepared so they can connect, engage, and attract international students. . Read more: Transforming Customer Service in a Student’s World – a Q&A with Dawson College.

Engagement 205

Engagement Omni-Channel Chatbots Social Media 205

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022. Think about CX becoming digital CX.

Strategy 78

Strategy Contact Center Chatbots Trends 78

Retently

APRIL 6, 2022

Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. .

Effort Score 158

Effort Score Customer Satisfaction Survey Ecommerce 158

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Customers are vouching for brands that empower their agents and treat employees better. Speakers: Alan Webber Program Vice President, Customer Experience at IDC.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, AI should be at the top of the list for contact center leaders, as the earlier deployments during 2022 will be more mature now. In 2023, it will become table stakes. Workflow Automation. Virtual Agent.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Guy Nirpaz , Totango’s Founder and CEO, kicked off the day highlighting “Four Lessons to Unleash Customer Success”. Very well done!”.

Customer Success 92

Customer Success Customer Journeys Groups Interaction 92

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

Comm100

MARCH 20, 2024

Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information. By leveraging digital communication technologies, governments can improve the efficiency and transparency of their services and foster a more engaged and informed citizenry.

Government 203

Government Communication Self Service Chatbots 203

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. Cost concerns are a growing CX priority in 2023 compared to 2022.

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Consider how “warm” you are with your customers.

Ecommerce 71

Ecommerce Customer Service Trends Loyalty 71

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Date- October 17th–19th, 2022. Customer Success Conference 2022 by TSIA. CS 100 Summit.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

Totango

MAY 17, 2022

Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. What is a B2B CRM?

B2B 80

B2B Sales CRM Software 80

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. Emotional intelligence “In a 2022 study of more than 9,000 U.S.

Trends 210

Trends Innovation Customer Service Omni-Channel 210

Lithium

JULY 13, 2022

In the sweltering southern city of Nashville, Tennessee, Customer Experience leaders gathered to discuss the emerging customer experience trends in our rapidly changing world. These three trends displayed the importance of centralizing a brand's customer engagement hub.

Conference 52

Conference Self Service Social Media Contact Center 52