21 Top Social Media Tools for 2020


What are the top social media tools to have on your radar in 2020? And brands that succeed on authenticity, but fail to respond when things go wrong, risk not only losing customers, but seeing those customers shame them publicly – sometimes with disastrous results.

How To Incorporate AI Into Your 2020 Healthcare Strategy

Forrester's Customer Insights

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. age of the customer artificial intelligence (AI) customer experience digital business healthcare

CX & NPS® Trends for 2020 – Influencers Edition


Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has […]. Customer Experience NPS Trends cx

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Bringing Your #VoC Program up to 2020 Standards

CX Journey

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers.

In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator


Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More. Jacada Blog

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Hot Or Hype? What Are The Insurance Tech Investments That Will Drive Business Value In 2020?

Forrester's Customer Insights

Drivers ranging from startup incubators and changing customer behavior to new risks and a potential recession are all influencing the tech investments from both carriers and agent/brokers. So just how likely is it that some of these big-buzz technologies will produce business value in 2020?

Customer Experience Conference and Events Calendar 2019 – 2020

Smarter CX

Looking for customer experience conference and events information for 2019 and 2020? Customer Relationship Management Conference (CRMC) 2019. CXFS Customer Experience for Financial Services. The Customer Service Summit. Customer Contact West: A Frost & Sullivan Executive MindXchange. Chief Customer Officer Exchange. January 2020 CX Events and Conferences. National Retail Federation (NRF) 2020 Retail’s Big Show. March, 2020.

Implications Of A Buyers’ Market For Enterprise Software, 2020–2030

Forrester's Customer Insights

age of the customerAs global enterprise spending on software surpasses the $1 trillion mark in the coming decade, the growth rate of software spending will slow to 4% per annum from 7% historically. A buyers’ market for enterprise software will emerge. More choices, more transparency, and more interoperability will result in unprecedented choice for enterprise software buyers, who […].

11 Customer Experience Technology Trends To Watch For Through 2020


Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow. IT technology trends customer experience trends digital innovation

What actions will have the greatest impact on your customers?

CX Advantage Walker

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research.

The Objectives, Hypotheses and Design

CX Advantage Walker

The year 2020 is right around the corner. Are companies prepared to meet future customer expectations? Customers 2020: Unfiltered CX Customer Strategy customers 2020 design researchWhat progress have they made? What work is still needed?

Choose the best free survey tool for your business – 2020 buyer’s guide


Here are some of the best features to look out for as you select your survey software in 2020. If you’re sending a survey from your company – say to customers or employees – you’ll want to be able to control the look and feel. So do happy customers spend more with you?

What's a Multimodal Customer Experience?


How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? And why is it that your customers are being misunderstood?

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40 Customer Retention Statistics You Need to Know


Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Customer Retention by the Numbers. Customer retention statistics: More than 6 in 10 U.S.

How to Structure Your Customer Service Team


By 2020, customer experience is expected to become a main differentiator between brands , even overtaking products and pricing. HR Management for CX

The Top 4 Customer Experience Challenges and How to Overcome Them


The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

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Research: The Future of Customer Service is an Adaptive Workforce

Think Customers

One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group.

Millennial Generation Customer Service – The Ultimate Guide


trillion in spending — in the United States by 2020. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Know your customer. A day in the life of a Millennial.

Customer Self Service – What the Future Holds


More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. The tech behind the customer self service revolution.

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Top 2016 Customer Service Trends for Contact Centers Who Want to Keep Their Customers


The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More. Jacada Blog

A Successful Customer Experience Strategy Means Keeping it Consistent


Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Sam travels often for business.

Guest Blog: The Customer Experience’s Impact on Customer Churn


This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. To compound the cost, new customers are not nearly as likely to try new products or spend as much. So, customer churn is expensive.

Canada’s Tech Market Continues To Grow Despite A Slowing Canadian Economy

Forrester's Customer Insights

The Canadian tech market will grow in 2019 and 2020, but growth will slow from 6% in 2018 to 3.7% in 2019, according to Forrester’s report, “The Canadian Tech Market Outlook For 2019 To 2020.” age of the customer tech market outlook

Respect Your Customers with a United “You Know Me” Experience

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers?

3 Ways Digital Twin Technology is Transforming Customer Support


In fact, the IDC forecasts that 25% of field-service technicians will use augmented reality by 2020, leveraging image overlay in their day-to-day activities. The post 3 Ways Digital Twin Technology is Transforming Customer Support appeared first on Techsee.

Why Isn't Natural Language Understanding.Natural?


How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? And why is it that your customers are being misunderstood?

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5 Top Customer Service Articles for the Week of August 26, 2019


Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. 5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston.

The Next Generation of Customer Success Leadership


In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up.

Challenging Your Focus on Customers


Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. What’s really meaningful to your customers?

Guest Blog: How to Engage Customers with Your Brand


This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. What is customer engagement?

How Your Business Can Quickly Adopt a Customer First Strategy


Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. A customer first strategy is not that difficult to implement.

3 Ways to do More with Customer Experience Personalization


Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. Disruptive technology like Artificial Intelligence (AI) chatbots enable businesses to provide 24/7 customer support. Customer Service

Nailing the Numbers – Your Future Equals Your Customer Experience

Michelli Experience

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience. According to Gartner, 85% of business to customer relationships will not involve human interaction by 2020.

Five strategies to improve customer experience in telecoms


In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Three Customer Experience Details Most C-Suite Leaders Overlook


The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? This person did not have Customer Experience in their title. ” That conversation is not serving your customers. CX measurement is not customer experience.

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5 Top Customer Service Articles for the Week of October 7, 2019


Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. 6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma.

How to Achieve Personalized Customer Service with AI Tools


Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Examples of AI-Driven Personalized Customer Service.

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