Brands Customer Service Mobile Customer Service Social Media 
Eptica
NOVEMBER 30, 2016
Date: Wednesday, November 30, 2016 The push for mobile customer service. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them. The rise of mobile is driving customer service change in five key ways: 1.
Calabrio
JANUARY 19, 2017
At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. With that in mind, here are four predictions on how brands will step up their game in the new year. Engaged employees = #customerengagement.
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Eptica
JUNE 3, 2016
Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. This shift to a mobile first world has a big impact on the customer experience and customer service.
Michelli Experience
DECEMBER 6, 2016
Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator. According to CEI, only 1% of customers feel providers CONSISTENTLY meet their expectations.
Natalie Petouhof
MAY 27, 2016
The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. How to Measure Customer Experience: Performance Management Maturity-Upcoming. ROI of Social Customer Service- Upcoming. •
Tricia Morris
MAY 18, 2015
Customers are changing the game when it comes to customer service, by changing the channels they use most. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. 43% don’t ever review assisted service processes.
ShepHyken
NOVEMBER 4, 2016
This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.
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