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 154

Trends Customer Service Chatbots Omni-Channel 154

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. What was once an optional add-on service is now a staple of virtually every online purchase.

Healthcare 130

Healthcare Video Banking Contact Center 130

TechSee

JUNE 8, 2022

Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven. My education in the Field Service industry began when I joined TechSee in 2021. Need To Automate. Right to Repair.

Knowledge Base 109

Knowledge Base Government Travel Consulting 109

Lumoa

SEPTEMBER 16, 2022

NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Net Promoter Score in a nutshell.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

BirdEye

APRIL 20, 2022

In 2021, that trend accelerated, further cementing online reviews as an essential part of any business’ online presence. To get a full understanding of the latest review trends, Birdeye analyzed the review data of more than 80,000 businesses over 2021 in the 2022 state of online reviews report.

Trends 98

Trends Social Media Study Report 98

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn.

Customer Success 110

Customer Success Culture Survey Customer Journeys 110

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Here are our top three takeaways from the Gartner report. This is critical.

Customer Success 105

Customer Success Management Marketing Analytics 105

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

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? of the changes you propose.

Brands 215

Brands Customer Experience Customer Journeys Net Promoter Score 215

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

Trends 52

Trends Report Consumers Telecommunications 52

TechSee

JANUARY 4, 2022

We’ve pivoted and stretched to help a wider range of industries offer their customers better experiences with technology. TechSee also expanded its product line with the launch of Eve Cortex , the first scalable visual AI assistant in the industry. Guides customers through unboxing and setup of consumer electronic devices.

Self Service 109

Self Service Insurance Innovation Infographics 109

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships.

Ecommerce 69

Ecommerce Customer Service Trends Loyalty 69

ECXO

AUGUST 2, 2023

With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. Marketers must be smarter about how they target customers and understand what they want.

Consumers 98

Consumers Industry Telecommunications Return on Investment 98

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. 13 Powerful Retention Strategies That Keep Customers Coming Back by Hirsh Goswamy.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

CustomerSuccessBox

AUGUST 25, 2022

So, how does one keep up with the SaaS trends? Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. However, with the onset of the COVID pandemic, various aspects of customer service and experience drastically changed. Customer Contact Week.

Customer Success 52

Customer Success Conference Trends Customers 52

West Monroe

JUNE 6, 2023

As long as technology continues its creep into every facet of our daily lives, customer expectations for organizations’ products, services, and experiences will continue to evolve. In 2022, 1,056 tech companies announced public layoffs, resulting in 164,951 tech employees being laid off globally. The Dow Jones U.S.

Innovation 52

Innovation e-support Banking Retail 52

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. It’s also a great way to build credibility with real customer insights. . In 2022, we published many valuable resources!

Customer Service 52

Customer Service Contact Center Customers Trends 52

CSM Magazine

JANUARY 19, 2022

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? Shifting Customer Expectations – Top Customer Care Trends for 2022’ features insights from senior leaders from Nationwide, PVH Corp & Hootsuite! I hope you can join us!

Customer Care 52

Customer Care Trends Hotels Customer Expectations 52

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

Contact Center 177

Contact Center Customer Care Measurement Report 177

Lumoa

NOVEMBER 30, 2022

The Ecommerce industry has seen an impressive development in recent years. 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. For many, the answer is found in conversational AI.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. An updated loyalty program can help keep you connected to customers.

Customer Service 69

Customer Service Hospitality e-support eBook 69

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift. These challenges will continue in the year to come.

Trends 98

Trends Industry Customer Service Chatbots 98

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

West Monroe

JULY 5, 2023

Customer trust is a necessity no business can do without. Yet customers’ trust in an organization isn’t guaranteed. It can fluctuate from year to year, from industry to industry, or even from day to day—as you’ll read about below. How can companies today solidify their customers' trust in them?

Technology 52

Technology Airlines Financial Hospitality 52

Optimove

FEBRUARY 16, 2023

“With Covid on a decline globally,” thought marketers everywhere at the beginning of 2022 and smiled, “We’re finally back to normal. And that, in a nutshell, is the story of 2022.  We call that Customer-led Marketing. Start every marketing action from the customer rather than a product or a service.

CRM 52

CRM Sports Marketing Apparel 52

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Digital Trends to Influence Better Customer Experiences by Dakota Murphey.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

BirdEye

DECEMBER 21, 2022

Social media is an ever-changing landscape where trends rise and fall every day. If you aren’t keeping a close eye on the latest social media trends, you might be left guessing while your follower count decreases. To stay relevant on popular platforms, you need to know what’s trending and why, and how to use them to your advantage.

Social Media 97

Social Media Trends Video Brands 97

BirdEye

APRIL 28, 2022

Due to the number of customers using Google to find the product they’re looking for and the seamless review process that follows, Google review trends are higher than anywhere else online. Here are a few of the most significant trends that you need to pay attention to. Average star ratings on Google by industry .

Trends 52

Trends Automotive Hospitality Healthcare 52

Lithium

AUGUST 2, 2022

Customer care agents are absolutely vital to any business, no matter what industry your organization finds itself in. They handle everything from missing order forms to repeating the same common questions repeatedly for unhappy customers. Some blog areas are limited to Khoros customers only.

Roadmap 52

Roadmap Trends Conference Groups 52

Interactions

DECEMBER 2, 2021

The way customers interact with business has changed too, including those in the financial industry. The way customers interact with business has changed too, including those in the financial industry. This pattern of self service banking is one that seems set to stay. Speak like a human.

Banking 62

Banking Trends Self Service Contact Center 62

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus. Employee Choice.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

West Monroe

JUNE 26, 2023

Listen to "5 Trends Shaping the Future of Tech" on Spreaker. Companies need to pay attention, be agile, and listen as to never lose sight of the fundamentals of customer wants and needs. Get comfortable with taking risks: In the not-so-distant past, organizations at the top of the industry stayed at the top until they made a mistake.

Trends 52

Trends B2C Innovation Return on Investment 52

Clarivate

JANUARY 19, 2024

While the unknowns of AI are top of mind, there are many variables in the IP legal industry projected to influence 2024. Establishing a strategic plan for 2024 requires IP leaders to place their bets on which of these trends will most likely impact patents and trademarks this year.

Industry 59

Industry Wireless Trends Financial 59

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Agents are often the only human connection brands have with their customers and prospects.

Training 59

Training Telecommunications Healthcare Insurance 59