Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

InMoment XI

JULY 13, 2022

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. NPS is a metric designed to measure customer experience.

Net Promoter Score 491

Net Promoter Score Customer Retention Effort Score NPS 491

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Key Takeaways Post-event surveys are key to capturing attendee experience, gauging event success, and informing future event planning by offering insights into what aspects of the event were successful and what areas could be improved.

Survey 119

Survey Analysis Feedback Effort Score 119

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars. per minute.

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

Customer Experience 143

Customer Experience Video Consulting System 143

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Kerry Bodine

JUNE 3, 2021

If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. I make customer experience concepts simple. You’ll complete a real customer experience project.

Course 177

Course Video ROI Customers 177

Blake Morgan

DECEMBER 8, 2022

Every year, I predict what’s to come in the world of customer experience. We’ve all faced challenges, change, and uncertainty over the last few years and learned that customer experience is more important now than ever. 2) Phygital Experiences on the Rise. 3) Every Experience Matters During Inflation.

Trends 122

Trends Self Service Customer Experience Insurance 122

Kayako

MAY 4, 2022

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era. What does a good customer service experience mean to the customer?

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. What’s an IVA?

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BlueOcean

OCTOBER 7, 2021

Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world. Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight.

Travel 218

Travel Industry Customer Experience Call Flow 218

C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? Will the future of retail be without physical outlets? The pandemic has forced most customers to buy online, at least during the various lockdowns. And many have found the experience both enjoyable and useful. Never miss an episode. The battle had begun.

Retail 194

Retail Trends Apparel Transportation 194

Kerry Bodine

MAY 11, 2020

To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. What parts of your experience can or should stay the same? How have our competitors’ experiences changed?

Strategy 305

Strategy Customer Journeys Customer Experience Fashion 305

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

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. And there’s no going back. Along the way, we learned a lot about the obstacles customers and agents face today. Drive Agent Satisfaction to Drive Customer Loyalty. Download eBook.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Experience Investigators by 360Connext

AUGUST 11, 2020

Trust is a core factor in facing the future of CX. Customers are figuring out the “next normal” and what that means to their daily experiences. Trust is a core factor in facing the future of CX. Are customer experience leaders doing what they need to today to build enough trust for the future?

How To 271

How To Brands Touchpoint Customers 271

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

Self Service 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Brands 221

Brands Social Media Roadmap Contact Center 221

Beyond Philosophy

NOVEMBER 2, 2023

Professor Simonson’s experiment about choice had one of his two classes pick their snack every week. He found that people making an Intertemporal Choice, a choice for some point in the future, had different preferences than people making a series of immediate decisions. I make impulsive choices for my future self, too.

Conference 88

Conference Loyalty Programs Examples Customers 88

Lithium

FEBRUARY 28, 2023

As we’ve seen, the mission, vision, and values that we hold for our futures are the premise of how these new worlds emerge. It’s not hard to find media covering the topic of virtual worlds, they are real, they exist now, and yet there is so much we have yet to see as far as technological developments in this area.

Social Media 93

Social Media Gamification Fashion Entertainment 93

Interactions

AUGUST 29, 2022

Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . Customer loyalty is driven by better customer experiences.

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. Service is a big part of that.

Meeting 176

Meeting How To Airlines Virtual Agent 176

Comm100

JUNE 22, 2021

From first to last touch, a student’s experience determines the success of the higher education institution. While this has long been the case, the experience has transformed into an almost completely digital experience – and Dawson College showcases this better than any other. . Was the virtual Open House a success?

Customer Service 131

Customer Service Video Course Technology 131

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical.

Customer Service 52

Customer Service Apparel Chatbots Interaction 52

Magellan Solutions

MARCH 5, 2023

One increasingly popular solution to this problem is the employment of virtual assistants. Virtual assistants are remote workers that can provide personalized assistance. Hiring a virtual assistant is becoming in demand these days across different industries.

Industry 98

Industry e-support Healthcare Social Media 98

Integrity Solutions

SEPTEMBER 1, 2020

In the past, getting top-level buy-in for virtual training was often an uphill battle. One of the reasons for that pushback was that people often confused virtual learning with e-learning or simplified it to technology-based interventions that may or may not have had a true learning component. But with virtual, it’s built in.

Training 120

Training e-support Sales Engagement 120

C3Centricity

APRIL 29, 2020

Will the future of retail be without physical outlets? With Amazon muddying the waters by testing their new Fresh delivery and Go bricks and mortar offer and Walmart retaliating with a competitive online offer of fast service and free delivery, this is a battle that has already begun. “Never miss an episode. Am I being naive?

Retail 177

Retail Apparel Transportation Trends 177

Storyminers

JULY 8, 2020

Collaborating with over 11 speakers for over 240 minutes from across the world we delivered our very first global virtual event! Celebrity Service: Creating a client experience your competition could only dream of… Geoff Ramm Geoff Ramm is the creator and author of Celebrity Service. Want to survive then thrive?

Competitive Advantage 162

Competitive Advantage Culture ROI Customer Centricity 162

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution.

Contact Center 84

Contact Center Customer Satisfaction Technology Interaction 84

CSM Magazine

MARCH 12, 2022

In fact, several new startups are opening virtual headquarters in anticipation of the Metaverse dominating the future of work. The Metaverse eliminates the need for a formal workplace, enabling digital working versions of ourselves to interact with one another in a virtual sphere. Digital Twins and how the Metaverse Compares.

Touchpoint 97

Touchpoint Interaction Meeting Data 97

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

SurveySparrow

DECEMBER 6, 2021

HR is going through an incredible phase. In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences. There will also be a discussion on recruiting, sourcing, employee branding strategies, and more to get the best learning experience. Decoding Future HR 2021.

Conference 98

Conference Employee Engagement Leadership Trends 98

Beyond Philosophy

JULY 7, 2022

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too.

Retail 160

Retail Online Experience Interaction Case Study 160

Beyond Philosophy

JANUARY 19, 2022

If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). Dobrian Dobrev ( @DobrianDobrev ) is a User Experience Designer, a speaker at UX conferences, and author on UX Design and Information Architecture. A good example would be the Pokémon Go game.

Examples 88

Examples Entertainment Technology Interaction 88