CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express).

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Along the way, we learned a lot about the obstacles customers and agents face today. We gathered these insights from 12 months of webinars and roundtable discussions with our customers.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Talkdesk

APRIL 7, 2020

Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Four specific strategies for wowing customers every time.

Customer Service 81

Customer Service Contact Center Wireless Leadership 81

ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? I cautioned clients to be careful where they cut and to try and stay away from places where their customers would notice. Customer affinity.

Customer Service 80

Customer Service Tips Connections Customer Service Training 80

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Top 5 B2B Customer Experience (CX) Best Practices for 2020! Here are my top five picks from last week.

Customer Service 126

Customer Service Customer Journeys B2B Retail 126

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

Self Service 105

Self Service CRM Consumers Chatbots 105

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. Excellent Customer Service?

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

ShepHyken

FEBRUARY 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

Customer Service 103

Customer Service Infographics Customer Retention B2B 103

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. Here are my top five picks from last week.

Customer Service 94

Customer Service Self Service B2B Retail 94

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Some years ago, I decided to take up drum lessons. When I approached my first drum lesson, my instructor told me that for the next year or so, all I would need was my snare drum and a pair of sticks.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ShepHyken

AUGUST 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

Customer Service 92

Customer Service Infographics e-support Retail 92

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) In February 2020, Panera Bread announced the Unlimited Sip Club and rocked the coffee world. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

TechSee

JANUARY 28, 2020

Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush. This led to millions of No Fault Found (NFF) returns, a three-letter acronym that continues to haunt retailers and impact balance sheets well into 2020.

Retail 136

Retail Self Service Wireless Consumers 136

ChurnZero

JUNE 16, 2020

One of the main themes of the 2-day virtual event was customer centricity. Your customers remain your greatest asset and it’s more important than ever to be close to them. We pulled together the top ten Customer Success takeaways to share with you here. . Walk In Your Customers Shoes. Customers Demand Value.

Customer Success 92

Customer Success Customer Retention Customer Centricity Tips 92

Upstream Works

MAY 27, 2021

This is because cloud provides business value across the entire customer service value chain. A key lesson learned from 2020 was validation for the cloud to support any deployment scenario. Another lesson learned from 2020 was how well agents could perform in this environment. In fact, a recent survey from J.D.

Contact Center 78

Contact Center Connections Fashion Omni-Channel 78

ViiBE Blog

FEBRUARY 9, 2021

Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers. Taking the necessary steps to build knowledge management solutions to retain expert knowledge is key to an organization’s long term success.

Management 52

Management Call Center System Culture 52

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. 2020 has, of course, spawned many changes.

Customer Engagement 52

Customer Engagement Engagement Self Service Conference 52

Customer Experience Insight

DECEMBER 30, 2020

Before we turn the page on 2020, let’s look at what worked in this unprecedented year – the stories our CXI readers touched most. The top-rated stories were full of expert advice, real-life strategies and best practices in customer experience, sales and service. 5 ways to gain life-long customers.

Customer Expectations 52

Customer Expectations Loyalty Customer Experience Customer Service 52

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 100

Customer Service Hotels Hospitality Government 100

ShepHyken

DECEMBER 22, 2020

Delivering Amazing Customer Experiences Through Times of Crisis. They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Show appreciation to your customers! A “luxury” experience does not mean a slow experience.

Leadership 80

Leadership Customer Experience Professionals Customer Centricity Brands 80

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price. Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

ClientSuccess

NOVEMBER 20, 2020

If you’re like most of the world, it was probably back before March of 2020 when everything changed. With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Digital Customer Experience Virtual Summit – [link].

Conference 52

Conference Customer Success Chief Customer Officer Leadership 52

ProProfs Chat

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. Insightful Customer Service Tips During Coronavirus Pandemic.

Tips 143

Tips Customer Service Social Media Culture 143

Kitewheel

NOVEMBER 9, 2020

Overall, the voting process itself was highly effective in 2020, but campaign communication channels were not. While there are significant differences between business and politics, the lessons of customer journeys can be applied specifically to this one area: omni-channel does not mean omni-message. The Rise of SMS Campaigns.

Omni-Channel 52

Omni-Channel Customer Journeys Social Media Communication 52

Oracle

NOVEMBER 2, 2020

We ‘re proud to present our next article for Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last.

Management 80

Management Sales Multi-Channel B2B 80

LoyaltyPlus

JANUARY 19, 2021

With 2020 now done and dusted, and harsh socio-economic lessons learnt, retailers can now turn their attention to 2021 and a new year with new opportunity to reward customers and secure market share. In fact, as experts have suggested, 2021 will be marked by a more customer-centric approach by businesses.

Gamification 52

Gamification Customer Centricity Airlines Loyalty 52

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Not sure where to start?

Customer Service 80

Customer Service Government Hospitality Trends 80

CSM Magazine

AUGUST 25, 2023

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. Align to the Brand’s Mission, Values, and Voice Identity First up, it’s crucial to align your customer service tone with the overall mission and values of the brand. Let’s get started.

Customer Service 52

Customer Service Social Media Chatbots Course 52

Lithium

DECEMBER 17, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

Customer Journeys 52

Customer Journeys Guidelines Innovation Metrics 52

Lithium

DECEMBER 7, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

Customer Journeys 52

Customer Journeys Guidelines Innovation Metrics 52

Oracle

FEBRUARY 26, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Over 20 of these sessions are designed to gather you and your peers for meetups, Q&A, and feedback with the experts in focused areas of interest.

Conference 40

Conference Roadmap Tips Feedback 40

Kerry Bodine

NOVEMBER 30, 2020

2020 has been a year … And we’re crossing every finger that 2021 is going to be brighter and better. We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Do you have remaining 2020 budget? Custom webinars. Use code CYBER500 at checkout.

Customer Journeys 35

Customer Journeys Sales Roadmap Consulting 35

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty Is Flat. So how do we understand the real customer impact of COVID-19 and mitigate its potency, and how can we capitalize on opportunities that may be ahead? by Rachel Lane.

Customer Service 92

Customer Service Customer Retention Loyalty Strategy 92

ShepHyken

JULY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. All the Zoom like calls, the virtual working experience and more would have eventually been here. by Niraj Ranjan.

Self Service 61

Self Service Customer Service Customer Retention Retail 61