ShepHyken

JANUARY 11, 2023

And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more.

Employee Experience 130

Employee Experience Customer Experience Self Service Call Center Experience 130

ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Contact Center Average Handle Time Customer Service Strategies 66

ShepHyken

MAY 21, 2018

5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. But will it work?

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. A Complete Guide to Social Media Customer Service by Anna Bredava. Do Customers Trust Your Tech?

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

MARCH 18, 2019

My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world. While we’ve seen many of these before, I want to emphasize (and so does the article) the concept of focusing on the EX, which is the employee experience. Follow on Twitter: @Hyken.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

Integrity Solutions

OCTOBER 27, 2021

The bottom line is (literally and figuratively) no matter how great your product offerings are, in a world where customers have more information available at their fingertips, more options available to them and more ways to vent their frustrations publicly, you can’t afford to drop the ball on service. Customers want empathy.

Customer Service 67

Customer Service Self Service Banking Culture 67

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147