Alliance by IFS

JULY 11, 2019

In this first video in the video series based on the State of Service 2019 report, we’ll discuss how field service organizations (FSOs) are transforming and providing excellent customer service by leveraging improved management tools that have strong mobile capabilities and keep the entire workforce connected.

Customer Satisfaction 88

Customer Satisfaction Customer Centricity Video Trends 88

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. Emotional connections are the core of your CX increase gross margin and sales growth.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. It drives word-of-mouth referrals.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

Oracle

JULY 1, 2019

New standards are set for customer expectations due to instant experiences. In a new video with a strong message, Jay Baer, customer experience expert and founder of Convince & Convert, explains that to keep up with these new standards, companies must be truly connected internally. Copyright © 2019 Oracle.

Connections 50

Connections Customer Experience Case Study Comparison 50

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

PK

JUNE 20, 2019

According to a recent Shopgate report, more than two-thirds (67 percent) of retailers now say omnichannel retailing will be a priority in 2019. Many of these omnichannel initiatives, however, will fall short of customer expectations due to one key challenge: gaps in customer data.

Connections 45

Connections Tips Data Omni-Channel 45

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Customers expect a seamless experience across all touchpoints with their vendor.

Effort Score 75

Effort Score Analytics Report Data 75

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions. Adapting Customer Service in Real-Time. Modern consumers are also extremely self-sufficient.

Banking 236

Banking Customer Experience Self Service Financial 236

ProProfs Chat

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. But is that all you aim to offer in 2019 too?

Trends 77

Trends Self Service Customer Service Omni-Channel 77

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. In fact, Gartner predicts that by 2025, over 50% of field service management deployments will include mobile AR collaboration and knowledge-sharing tools, up from fewer than 10% in 2019.

Self Service 207

Self Service Travel Knowledge Base Technology 207

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Gainsight

DECEMBER 26, 2018

” But there’s a great big world out there, and most people in it haven’t even heard of Customer Success—but that’s changing fast. When we look back, we may come to view 2018 as a seminal moment for Customer Success. 2019 is the year to start scaling Customer Success.

Customer Success 53

Customer Success Conference Report Software 53

NICE inContact

AUGUST 13, 2019

Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally. You’re at risk of gaining a reputation for poor service and losing customers.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

Oracle

OCTOBER 4, 2019

CXFS 2019 brought together senior leaders and industry experts to discuss the latest trends in financial services customer service. ” Ultimately, panelists agreed that today’s financial services brands must be customer focused, and several changes are underway to this effect.

Banking 40

Banking Financial Retail Customer Journeys 40

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. In this post, we shall compare five customer expectations in 2021 to their reality. Reality: Customer Service generally feels like sales. .

Customer Experience 98

Customer Experience Self Service Advertising Customer Expectations 98

Kayako

JANUARY 3, 2019

In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations. This is why it’s so important to have a strong customer experience strategy. Luckily for you, it’s not too late to start.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. Live chat allows customers to reach out in a way that’s comfortable, convenient, and familiar.

Software 181

Software Wait Times Multi-Channel Consumers 181

Pink Guava

DECEMBER 21, 2018

This is also creating a momentum for customer experience management where organisations have been working to find out what does it mean for their individual journeys when they have customers with more expectations, shorter attention spans who are intrinsically connected all the time and thus communicating more about their experiences.

Omni-Channel 40

Omni-Channel Trends Customer Experience Social Media 40

ClientSuccess

JULY 23, 2019

With the appropriate resources readily available, customers have no problem seeking and finding the information they desire independently. If they still have to get on the phone to get their matter addressed, they expect to get the connected to the right agent with the right information right away. Amplified Chat Support.

Self Service 40

Self Service Trends Customer Service Social Media 40

LiveChat

FEBRUARY 1, 2019

Don’t you want to beat the score and get as close as you can to 100% customer satisfaction? To help you start, I’ve pulled the main takeaways from LiveChat 2019 Customer Service Report that you should focus on. Hopefully, your customer service will be better and better each month.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 No explanation is provided by ACSI, but you can take a look at the years and make some guesses based on the key drivers, which are expectations, perceived quality, and perceived value. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Comm100

MARCH 4, 2021

Customer satisfaction shone. Overall, live chat customer satisfaction (CSAT) rate increased by 1.3 points from 2019 to 2020, hitting an all-time new benchmark peak of 85.6%. As customer expectations continue to rise, so will the importance of omnichannel customer engagement. . Mobile isn’t going anywhere.

Data 131

Data Omni-Channel Effort Score Report 131

Lithium

DECEMBER 28, 2020

Citing Cigna’s Body-Mind Connection campaign , Kristel described how the brand created a video with the help of Queen Latifah, Nick Jonas, and Ted Danson, which all three stars shared on their social media channels.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

Comm100

JANUARY 11, 2023

Younger generation increasingly prefers customer service automation. Much has been written about the difference in generational attitudes towards customer service. In 2023, we expect that age will continue to matter as customers expectations can vary wildly depending on preference for service delivery and availability.

Customer Service 204

Customer Service Self Service Chatbots Healthcare 204

Avaya

MAY 18, 2016

According to US-based research firm International Data Corporation, enterprise and consumer spending on mobile devices and related software and services in Asia-Pacific (excluding Japan) will reach $578 billion by 2019, making it the largest region in the world in terms of mobile-related spend. billion in 2020.

Connections 40

Connections Tourism Competitive Advantage Omni-Channel 40

Qualtrics

NOVEMBER 6, 2020

Many companies with a mobile app are missing out on valuable customer feedback. Find out how you can take advantage and connect with customers using a mobile app survey. As the customer journey becomes more and more digitized , your mobile app should be a vital channel that supports your business goals.

Connections 44

Connections Feedback Survey Net Promoter Score 44

Alliance by IFS

JULY 9, 2019

But Aberdeen research finds organizations who invest in FSM solutions that strengthen the processes behind the delivery of excellent customer experiences, stand out from their competition. Technicians in the field and office staff stay better connected thanks to mobile technology. Lack of visibility. Out-of-date technology.

Customer Satisfaction 86

Customer Satisfaction Analytics Report Software 86

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Customers may not have access to certain channels.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Customers may not have access to certain channels.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Eptica

JANUARY 24, 2020

For example, none of the banks evaluated in the 2019 Eptica Digital CX Study gave a satisfactory answer to a routine question sent via email – yet 80% of them responded accurately on Twitter and 45% on Facebook. At Eptica we help organisations to ensure they don’t annoy customers and deliver a seamless, high-quality experience.

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

Comm100

AUGUST 5, 2020

However, this can quickly lead to rushed conversations and negative customer experiences as agents focus more on the clock, and less on providing genuinely helpful support. In a 2019 study conducted by Vonage, only 15% of respondents felt that IVR was conducive to positive CX. The efficiencies of a connected omnichannel platform .

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Hello Customer

AUGUST 24, 2020

They have been using Hello Customer since the beginning of 2019 to gain deeper insights into customer expectations, with great success. Here are 3 ways in which Hello Customer helps them achieve their CX goals: 1. Asking the right questions across the customer journey. There’s more!

Marketing 81

Marketing Touchpoint Government CRM 81

Hallmark Business Connections

MARCH 9, 2021

At Hallmark, we believe deeply in the power of reaching people when they need it the most, and direct mail is an especially savvy strategy for connecting with multigenerational homes. When marketing during a pandemic, then, it’s important to connect with consumers on a human level.

Marketing 97

Marketing Brands Tips Financial 97

ClearAction

JANUARY 12, 2022

“Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Examples of achievements that grew customer trust: 11.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Lumoa

JUNE 2, 2022

When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. This part, reading the comments, is key to everything we’re trying to do, in my opinion.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

TechSee

MAY 5, 2020

With the 2019 acquisition of ClickSoftware Technologies, Inc. in a deal valued at $1.35B , Salesforce’s Service Cloud product is expected to exceed $1B in revenue. Parsable connects field service personnel with back-office workflows via step-by-step mobile work instructions in Salesforce.

Tools 109

Tools Knowledge Base Analysis Training 109

ShepHyken

NOVEMBER 12, 2018

The organizations that that know this reap the benefits of knowing what their customers expect and desire. And who better to tell you what your customers want than the people on the front line who interact with your customers every day. Predictions 2019: Customer Experience Comes Under Fire by Harley Manning.

Customer Service 90

Customer Service Effort Score Customer Service Training Marketing 90