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 155

Trends Customer Service Chatbots Omni-Channel 155

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

InMoment XI

FEBRUARY 9, 2024

Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Delivering these ultra-personalized experiences to every customer, every time, can seem like an impossible task; AI not only makes it possible, but achievable at scale.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. Be everywhere your customers need you with omnichannel . But where to begin?

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

Comm100

JANUARY 18, 2022

Read on for a snapshot of our Live Chat Benchmark Report 2022, then download the free report below to gain access to all the benchmark data you need on your journey to customer experience (CX) excellence. Download: Live Chat Benchmark Report 2022. Customer satisfaction (CSAT) dipped. positive customer satisfaction rate.

Metrics 130

Metrics Data Wait Times Customer Satisfaction 130

Education Services Group

MAY 23, 2022

Customer Success Analyst. VP of Customer Success. Customer Success Manager. In today’s world, in-person conferences resonate differently than they did pre-pandemic, and TSIA World Interact in Orlando, Florida was no exception. The future of customer engagement. Justin Garlock. Peter Armaly. Nick Mitchell.

Interaction 52

Interaction Multi-Channel Conference Customer Success 52

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Digital-first interactions Helping customers from afar is nothing new.

Call Center 124

Call Center Trends Self Service Contact Center 124

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

Comm100

MARCH 14, 2022

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. out of 10 customer satisfaction score. In the US, the top-performing private sector boasts an 8.3

Government 204

Government Wait Times Video Guidelines 204

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. 5 Innovative Call Center Technologies in 2022. 5 Innovative Call Center Technologies in 2022. Data Analytics.

Call Center 124

Call Center Self Service Technology Social Media 124

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Comm100

DECEMBER 13, 2021

Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights.

Banking 130

Banking Financial e-support Wait Times 130

ChurnZero

APRIL 8, 2022

At BIG RYG 2022, on October 12 – 13 in Washington, D.C., It’s the definitive Customer Success leadership summit. Every ChurnZero team member I interacted with was absolutely amazing. Why else should you register for BIG RYG 2022 ? BIG RYG 2022 is a summit by leaders for leaders. you’ll find ideas for years.

Customer Success 98

Customer Success Conference Leadership Omni-Channel 98

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. To put it frankly, our AI is purpose built for contact centers and improved customer experiences.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022. Think about CX becoming digital CX.

Strategy 78

Strategy Contact Center Chatbots Trends 78

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Retently

APRIL 6, 2022

Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. .

Effort Score 158

Effort Score Customer Satisfaction Survey Ecommerce 158

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Here are my top five picks from last week.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

Cyara

DECEMBER 21, 2021

Digital transformation is permanently changing customer experience. The past few years have ushered in rapid shifts in the world of customer experience. The pandemic brought sweeping changes to the way businesses interact with their customers and altered consumer expectations in dramatic ways.

Trends 76

Trends Customer Experience Contact Center Consumers 76

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Date- October 17th–19th, 2022. Customer Success Conference 2022 by TSIA. CS 100 Summit.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

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

Interactions

OCTOBER 11, 2022

Interactions industry-leading conversational AI anticipates, redacts and protects personal information in real time to facilitate secure customer experiences. AT&T continues to use Interactions Redaction technology to mask in real-time its customers’ sensitive personal information (SPI). About Interactions.

Interaction 48

Interaction Customer Experience Contact Center Course 48

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Consider how “warm” you are with your customers.

Ecommerce 69

Ecommerce Customer Service Trends Loyalty 69

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Interactions

NOVEMBER 19, 2021

As this year closes out and another begins, we are looking forward to a monumental year of AI and customer experience advancement in 2022. Interactions has a long history of innovation, and next year will continue to disrupt the ways that customers and businesses interact through technology. .

Interaction 62

Interaction Technology Leadership Innovation 62

Totango

MAY 17, 2022

Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. What is a B2B CRM?

B2B 79

B2B Sales CRM Software 79

Blake Morgan

OCTOBER 24, 2022

Believe it or not, the 2022 holiday shopping season is here. With their wallets strapped and emotions running high, customers during the 2022 holiday shopping season are looking for brands that can provide personalized, convenient solutions to make their lives easier and better. And this year is unlike any other. In the U.S.,

Trends 52

Trends Retail Chatbots Sales 52

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Future of Digital Customer Experience .

Trends 78

Trends Social Media Conference Exceptional Customer Service 78

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 64

Customer Service Customer Retention Loyalty Advertising 64

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. Emotional intelligence “In a 2022 study of more than 9,000 U.S. Achieving this alone isn’t easy – but with Comm100 it’s a breeze.

Trends 196

Trends Innovation Customer Service Omni-Channel 196