BlueOcean

OCTOBER 8, 2021

As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers receive a high level of service excellence. The water utility company, based in the U.K., A New Age of Excellence. Customers were furious.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Comm100

FEBRUARY 23, 2021

Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. – Don’t forget email.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

MAY 10, 2021

15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customers are enjoying self-service options, so give them what they want.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

SurveySparrow

DECEMBER 6, 2021

In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences. Decoding Future HR 2021. WorkVision 2021. The 3-day conference brings leaders from some of the biggest companies. The Future of Diversity, Equity and Inclusion 2021. Impact 2021.

Conference 98

Conference Employee Engagement Leadership Trends 98

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Network (APN) recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect. ” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services. About TTEC.

Connections 52

Connections Contact Center Omni-Channel Innovation 52

InMoment XI

FEBRUARY 3, 2022

This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and gets everything done faster than ever. Diversity: “I’m looking for [a company] that bring in diverse [experiences and] talents that can challenge one another.”

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

TechSee

FEBRUARY 16, 2021

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. This is underlined by a January 2021 survey , where 65% of U.S. consumers reported requiring technician assistance during the current pandemic.

Trends 109

Trends Survey ROI Technology 109

ShepHyken

AUGUST 9, 2021

Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. Think about a memorable experience you’ve had with a company. Why does it stand out?

Customer Service 145

Customer Service Social Media Report Culture 145

Comm100

JANUARY 29, 2021

Maybe you even calculated the ROI your specific company can generate by using chatbots. Best Chatbots in 2021: Chatbot providers that stand out from the crowd. Ready to explore the best chatbots of 2021? Best for: Companies that want to offer a purely automated service without live chat agents to support.

Chatbots 131

Chatbots Technology Social Media ROI 131

ChurnZero

JUNE 18, 2021

ChurnZero has been named one of The Washington Post’s 2021 Top Workplaces in the Washington, D.C. This year’s honorees include government contractors, real estate firms, professional and business services, law firms and tech companies. s next great software company.”. ChurnZero is hiring!

Government 98

Government Touchpoint Employee Engagement Software 98

Chadwick Martin Bailey

DECEMBER 18, 2020

As a company, we entered 2020 with a clear vision , and while our grit and resilience were tested, we remained steadfast in our approach. We’re ready to think and deliver big in 2021 because the need to not just understand, but to empathize and connect with people is more relevant than ever.

Connections 95

Connections Innovation Technology Consumers 95

TechSee

FEBRUARY 1, 2021

billion in 2021, at a CAGR of 43.6%. The company is also relying on AI to support its maintenance procedures: the telecom giant is using drones to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. billion in 2016 to $17.67

Trends 107

Trends Industry Telecommunications Chatbots 107

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. David Carnes (@davidpcarnes3) September 27, 2021. Patrick Baynes (@PatrickBaynes) September 27, 2021. Oluwatoyin Akintayo (@toyinakint) September 27, 2021. saastrannual. – @anjsud.

Customer Success 95

Customer Success Conference B2B Sales 95

ShepHyken

APRIL 5, 2021

(TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. Here are three customer service trends brands should prepare for in 2021. Help Your Business Stand Out in 2021 With These 6 Tips by Angela Hausman.

Customer Service 123

Customer Service Self Service Contact Center Tips 123

Hallmark Business Connections

MAY 27, 2021

. “In 2019, for example, the Forrester CX Index revealed that a majority of companies were stuck, failing to improve their CX scores in any meaningful way. While the 2020 CX Index showed that companies did significantly better (27% achieved a higher score year over year), CX remains a challenge by so many.” First Name *.

Video 92

Video Connections Customer Care Employee Engagement 92

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. Some loyalty programs create emotional connections.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156

InMoment XI

JANUARY 9, 2024

B2B customers are more likely to continue doing business with a company that consistently delivers value, meets their expectations, and provides excellent service. A great customer experience can set your company apart from competitors and help you win and retain clients. Great customer experiences foster loyalty.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Inbenta

JANUARY 25, 2021

Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Customer service goes remote.

Trends 97

Trends Self Service Customer Experience Omni-Channel 97

ShepHyken

MARCH 22, 2021

When it comes to the experience, focus on the inside and outside of your company. They want the employees from the company they interact with to be helpful, knowledgeable and competent, every time. 4 Best practices for leaders to add to their customer experience (CX) strategy in 2021 by Adrian Swinscoe.

Customer Service 136

Customer Service Employee Experience Customer Service Training Strategy 136

Integrity Solutions

JANUARY 18, 2021

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

Sales 126

Sales Social Media Course B2B 126

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. 2021 will be shaped by companies that have the best understanding of these nuances and the vision to act on them. It highlighted both the reliability of technology and its shortcomings.

Customer Insights 98

Customer Insights ROI Data Consumers 98

ShepHyken

OCTOBER 25, 2021

Many companies are trying to move the initial contact to chatbots. The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure. You might even feel connected to a brand you haven’t purchased from but are still interested in. But will that perception shift? by Pam Hughes.

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

InMoment XI

AUGUST 3, 2022

You’ve probably seen that writing on the wall ever since The Great Resignation kicked off in early 2021, but if you’re not sure where to start, we have you covered! Employees are invaluable for creating the human connections that reinforce brand loyalty, which helps your organization stay at or reach the top of your vertical!

Employee Experience 557

Employee Experience Brands Roadmap Culture 557

Hallmark Business Connections

NOVEMBER 16, 2020

As a company, you’ve probably noticed this trend. One company that elevates the customer experience by personalizing interactions (and, quite frankly, seems to see client experiences as its social responsibility) is Ritz-Carlton. Countless companies can help expand your personnel to provide more access to person-to-person experiences.

Tools 62

Tools Company Customer Experience Banking 62

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. My Comment: To create true customer loyalty, it’s about an emotional connection between a brand and a customer. This article refers to that emotional connection as “intimacy.”

Customer Service 94

Customer Service Retail Loyalty Study 94

TechSee

FEBRUARY 21, 2022

In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. Other surveys show that 50% of companies plan to spend more on AI, with 20% saying they would be “significantly” increasing their budgets. There is a good reason for their optimism.

Innovation 109

Innovation Company Self Service Insurance 109

ShepHyken

JUNE 7, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. The danger is an automated experience can commoditize the company. Often, it’s the human and emotional connections that drive repeat business and loyalty.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

JANUARY 11, 2021

The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor. Some companies have figured it out. 10 Quotes To Inspire Better Customer Service As We Round the Corner into 2021 by Veronica Krieg. Here are ten of them!

Social Media 93

Social Media Customer Service Guidelines Loyalty 93

Integrity Solutions

JANUARY 6, 2021

With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021. In addition to burnout and feelings of isolation, some employees are losing their sense of connection and loyalty to the company. “A

Sales 79

Sales Culture Training Loyalty 79

GlowTouch

MARCH 1, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Connected Cars: How Their Evolution Impacts Consumers & Businesses. Connected cars keep getting more advanced and less exclusive. First Things First, What Are Connected Cars? The Luxury of Entertainment & Convenience.

Connections 52

Connections Consumers Entertainment Travel 52

ShepHyken

FEBRUARY 22, 2021

My Comment: Many companies are incorporating an eCommerce option for their customers. The human-to-human connection is missing. The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. Read on to learn about tips and tricks, and that will help you do the same.

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

CustomerSuccessBox

AUGUST 25, 2021

SaaStr Annual 2021. Virtual: September 28-29, 2021. SaaStr 2021 gives you an opportunity to join 10,000+ Cloud and SaaS Founders, VC, and Execs. Expect over 100 executives from companies like Slack, Zoom, Intercom, and Stripe—plus 25+ AMAs with top industry experts, 100+ workshops, happy hours, and lots more. Slush 2021.

Conference 52

Conference Industry Strategy Innovation 52

ShepHyken

MAY 17, 2021

B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? It’s difficult to create a connection when the primary mode of communication between the company and the customer is digital. Guess what?

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ChurnZero

MAY 5, 2021

ChurnZero Named 2021 SIIA Business Technology Product CODiE Award Finalist for Best Customer Success Solution. We are proud to announce that ChurnZero has been named a 2021 SIIA CODiE Award finalist in the Best Customer Success Management Solution category. Details about each finalist are listed at [link]. About the SIIA CODiE Awards.

Software 52

Software Financial Industry Touchpoint 52

ShepHyken

AUGUST 16, 2021

(Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. Top Customer Experience Keynote Speakers for 2021 by Michelle Joyce.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90