TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. A fulfilled employee is more engaged at work and with your customers.

Customer Service 78

Customer Service Government Employee Experience Video 78

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. That may not indicate true customer loyalty, but that level of satisfaction is a pretty good start! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. This is a taste of what they do to create a better customer, guest, and fan experience. Here are my top five picks from last week.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. Connect with Shep on LinkedIn.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 60

Customer Service B2B Loyalty B2C 60

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

Team Support

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Provide Proactive Support Anticipating customer needs before they arise is a game-changer in the world of customer support. Bottom line: Know your customer better than they know themselves.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

Doing CX Right

JANUARY 14, 2024

Learn effective customer service leadership strategies with expert insights to enhance success and achieve your organizational goals. The post Elevating Customer Service Leadership in 2024: Start, Stop, and Keep Doing appeared first on Doing CX Right.

Leadership 52

Leadership Customer Service Strategy Customers 52

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Report 108

Report Effort Score Customer Centricity User Experience 108

NobelBiz

APRIL 8, 2024

It is with great pride that we announce that NobelBiz OMNI+ has been honored with the prestigious 2024 CUSTOMER Product of the Year Award, presented by TMC. This accolade is a testament to our relentless pursuit of excellence and our unwavering commitment to innovating the customer service technology landscape.

Contact Center 52

Contact Center Omni-Channel Innovation Call Center 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

Lithium

MARCH 5, 2024

Khoros product leads will then take your questions in a dedicated Q&A session on the latest Khoros innovations across our Community, Care, and Marketing products that power our Brand Communities, Social Media Management, and Digital Service solutions. See what new capabilities are available now.

Social Media 52

Social Media Self Service Roadmap Insurance 52

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”

Customer Service 56

Customer Service Social Media Loyalty B2C 56

ShepHyken

JANUARY 2, 2024

Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.” And finally, Shep introduces The Super Amazing Show ! A great customer experience starts with a great employee experience.”

Customer Experience 84

Customer Experience How To Competitive Advantage B2C 84

CSM Magazine

DECEMBER 6, 2023

Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Prediction #3: GenAI will streamline new employee onboarding for customer service and knowledge management teams.

Customer Service 59

Customer Service Chatbots Trends Policies 59

Lithium

APRIL 2, 2024

Khoros Academy: Early Access Program : If you are interested in joining our early access program to help give feedback and shape future content, please reach out to your Khoros Customer Success Manager by April 30, 2024. This change may impact the functionality of some features on our platform. Communities Community Aurora 24.2

Roadmap 52

Roadmap Metrics CRM Resources 52

Lithium

FEBRUARY 6, 2024

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Strategic Services Global Trend Round-Up: 1st February 2024 Congrats, everyone! We made it through January! Community Aurora 23.12

Social Media 52

Social Media Knowledge Base Report Trends 52

Adrian Swinscoe

FEBRUARY 5, 2024

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience predictions for 2024 first appeared on Adrian Swinscoe.

Customer Experience 64

Customer Experience Customers Employee Engagement Customer Retention 64

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

Customer Service 58

Customer Service B2C B2B Travel 58

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Industry 60

Industry Contact Center Feedback Connections 60

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Trends 52

Trends Self Service Customer Service Chatbots 52

eGain Blogs

FEBRUARY 29, 2024

With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era.

CRM 72

CRM Innovation Customer Engagement Report 72

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Self Service 65

Self Service Customer Service Social Media Ecommerce 65

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 80

Customer Service Government B2B B2C 80

Magellan Solutions

JANUARY 17, 2024

The future of outsourcing in 2024 has been a topic of much concern lately. trillion in 2024. This shows the growing demand for business process outsourcing (BPO) services and their potential to completely transform the way businesses operate. Moving into 2024, BPOs are still exploring permanent hybrid work strategies.

Company 52

Company Competitive Advantage Omni-Channel Telecommunications 52

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 76

Customer Service Government B2B B2C 76

Adrian Swinscoe

FEBRUARY 14, 2024

How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security […] The post The imperative of customer trust in 2024 first appeared on Adrian Swinscoe.

Customers 59

Customers Data How To Customer Focused 59

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience.

Customer Service 55

Customer Service Retail Consumers Metrics 55

Adrian Swinscoe

APRIL 5, 2024

In the ever-evolving digital landscape, businesses of all sizes are grappling […] The post A comprehensive guide to Customer Data Platforms in 2024 first appeared on Adrian Swinscoe. a Content Writer for Kings Research.

Data 59

Data Customers Customer Journeys Customer Retention 59

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Experience Investigators by 360Connext

FEBRUARY 27, 2024

As we navigate the era of ‘machine customers,’ we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

Customer Service 59

Customer Service Sports Banking Analytics 59

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105