CXApp

FEBRUARY 4, 2020

Every business should focus on providing a consistent, cohesive and seamless omni-channel customer experience. There is a gap between what customers want, what businesses think they need, and ultimately, what is actually delivered. The problem is that today’s audiences want something more, something with much more fluidity.

Omni-Channel 52

Omni-Channel Trends Customer Experience Customers 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Read the post in full here on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 236

Banking Customer Experience Self Service Financial 236

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Remote Working 2.0:

Trends 126

Trends Analytics Interaction Customers 126

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

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Published on: October 16, 2020. You might also be interested in these posts: Key to profitability - how UK customer experience is changing over the long-term. Guest Post: Emotive CX for Customer Interaction.

Call Recording 113

Call Recording Trends Meeting Innovation 113

Uniphore

AUGUST 6, 2021

Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While agent expectations have increased dramatically, the state of agent enablement still looks much like it did before 2020.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. CXM) The digital transformation of companies accelerated significantly in 2020. Here are my top five picks from last week.

Customer Service 137

Customer Service e-support Ecommerce Trends 137

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. But how exactly does one get onboard with this trend?

Chatbots 75

Chatbots Social Media Healthcare Study 75

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

Self Service 85

Self Service Trends Video Consumers 85

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

Engagement 246

Engagement Contact Center How To Metrics 246

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Published on: December 03, 2020. 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?

Trends 72

Trends Analytics Interaction Technology 72

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. We highlight: Features we added in 2020. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. The new features we're adding this year.

Roadmap 108

Roadmap Management CEM Software 108

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Published on: November 06, 2020. What does this mean for customer service and how can companies prepare? What does this mean for customer service and how can companies prepare?

Ecommerce 83

Ecommerce How To Knowledge Base ROI 83

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Post-2020 could easily be called the start of the Zoom Era. Not so fast.

Healthcare 130

Healthcare Video Banking Contact Center 130

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. Check back later in the week for further insight on customer service in the age of COVID-19. The importance of listening to customers during COVID-19.

Self Service 79

Self Service Consulting Customer Centricity Trends 79

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. Why a consistent customer experience is so important (and how to deliver it). Share this page on: Tweet.

Call Recording 74

Call Recording Trends Analytics Technology 74

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. A 2020 survey showed that 22.6%

Government 212

Government Wait Times Video Guidelines 212

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Totango

JANUARY 1, 2021

We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. Digital Engagement – Campaign Experience.

Trends 66

Trends Innovation Groups Measurement 66

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

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. But you already know what you need to do: collect customer feedback. Waiting until everything falls into place so that you start collecting customer feedback won’t happen. Improve customer experience . Customer preferences differ.

Feedback 195

Feedback Industry Social Media Wait Times 195

Totango

MARCH 30, 2021

For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Well, that is exactly the scenario that Wisr faced in 2020, experiencing just over 300 percent growth in one wild and crazy year. 8 Steps for Scaling Customer Success. Start Scaling Today.

Customer Success 118

Customer Success Customer Journeys How To Customers 118

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We know that customers usually want easy things.

Customer Experience 195

Customer Experience Airlines Customer Journeys Groups 195

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Calabrio

DECEMBER 18, 2020

The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data. This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

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. Brands must stay on top of CX trends. Brands must stay on top of CX trends. Remember, you heard it here first.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. This blog provides the highlights from their talk. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products.

Effort Score 98

Effort Score B2B Customer Success Metrics 98

Beyond Philosophy

DECEMBER 31, 2019

Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

Provide Support

MARCH 30, 2020

This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. In this blog post we would like to share our experience in managing remote teams and building virtual office environment for successful, smooth and safe online support and business processes.

Tips 70

Tips Conference Communication Trends 70

Team Support

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. That’s part of the definition of Customer Success as given to us by the Customer Success Association.

B2B 98

B2B Report Trends Customer Success 98

Eptica

OCTOBER 29, 2020

Date: Friday, October 23, 2020 Author: Pauline Ashenden - Demand Generation Manager How to build a collaborative contact centre with Microsoft Teams. Published on: October 23, 2020. Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business.

How To 56

How To Customer Centricity Trends Communication 56

Provide Support

JANUARY 6, 2020

In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. As a result customers will walk away searching for better experience.

Video 52

Video Customer Service Social Media Trends 52