ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Were you surprised to read the title of this post?

Technology 194

Technology Analysis Data Consumers 194

CX University

MARCH 4, 2024

Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints.

Omni-Channel 52

Omni-Channel Interaction Customer Experience Touchpoint 52

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 52

Omni-Channel Customer Experience Chatbots e-support 52

NICE inContact

SEPTEMBER 12, 2019

Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. Yet these companies thrive because of their evangelizing customers. Markets and opportunities move fast.

Customer Experience 136

Customer Experience Call Center Contact Center Social Media 136

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Published on: December 03, 2020.

Trends 72

Trends Analytics Interaction Technology 72

Upstream Works

NOVEMBER 19, 2020

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Meeting the New Criteria for Customer Experience.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

Upstream Works

JANUARY 26, 2021

Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Turning on the switch for a technology upgrade is the right start but contact center leaders need to know how to deploy them as well as why. Provide proactive customer engagements.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. brands of 2021 based on shopper sentiment.

Customer Service 77

Customer Service Social Media Call Center Retail 77

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Recently, many organizations saw peaks in demand for customer service and the requests never went down.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. Not sure where to begin?

Customer Service 77

Customer Service Retail B2B B2C 77

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journeys 92

Customer Journeys Touchpoint Self Service Customers 92

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. Customer experience then becomes a core strategic focus for businesses.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Gamification 122

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 214

Trends Customer Service Chatbots Omni-Channel 214

ShepHyken

JUNE 28, 2019

Technology replacing humans. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. That’s what we all fear. Because of that word “current.”

Contact Center 111

Contact Center Self Service Banking Airlines 111

Daniel Group

JULY 27, 2023

Expect NPS® Growth with Dealer Buy-In to Improve Customer Experience! We know you can expect NPS growth when your dealers buy into improving Customer Experience. Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journeys 73

Customer Journeys Touchpoint Self Service Customers 73

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 84

Customer Service Airlines Feedback Social Media 84

Lithium

JUNE 2, 2021

Whether you’re a B2B or B2C brand, the global pandemic accelerated the need to be digital-first, and we’re proud to have helped over 2,000 of the world’s most successful brands make that transition with our award-winning customer engagement platform. Some blog areas are limited to Khoros customers only. Top Engaged Contributors.

Roadmap 52

Roadmap B2C Culture B2B 52

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. Thu, 12/16/2021 - 19:50. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) from the White House became my favorite CX writing of 2021. This ushers in a new era of government customer experience.

Government 52

Government Customer Experience Multi-Channel Healthcare 52

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. We did…You’d be amazed at what we found, or will you?

Call Center 219

Call Center Self Service Social Media Contact Center 219

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journeys 62

Customer Journeys Touchpoint Self Service Customers 62

SurveyGizmo

MARCH 12, 2021

Watching how customer experience has changed and evolved over the past year led us to look at what you can expect in 2021. Alchemer CEO, David Roberts, and Alchemer VP of Customer Success, Ryan Tamminga, discuss how customer experience will change in 2021. Trend 1: C ustomer experience will?be

Customer Experience 52

Customer Experience Employee Engagement Trends Employee Experience 52

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. What is a Customer Lifecycle?

Customer Journeys 66

Customer Journeys Net Promoter Score Social Media Sales 66

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. Learn how WCB Manitoba adopted Comm100 Live Chat to improve customer satisfaction in the video below: 1.

Government 196

Government Communication Self Service Chatbots 196

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Upstream Works

JANUARY 7, 2021

Automation may take many forms, including providing intuitive self-service options for customers, as well as allowing organizations to further scale their operations—not to just provide 24/7 service, but to also handle higher call volumes. Outbound communication is an underutilized mode of customer engagement. Customer Journey Mapping.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

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 159

Trends Customer Service Chatbots Omni-Channel 159

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Measurement 118

Measurement Effort Score Customer Experience Data 118

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. What is the purpose of customer experience management? Customer experience. August 17, 2021. Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers?

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. Original Article by Valoir Incorporated.

Leadership 52

Leadership Customer Experience Contact Center Metrics 52