Think Customers

JULY 16, 2020

Two trends that emerged from the outbreak, Jacobs noted, were that many brands—especially those that were scrambling for ways to deal with a surge in call volume—were looking for “quick wins in building a digital front door” and that more attention was being paid to the employee experience aspect of digital transformation.

Strategy 52

Strategy Contact Center How To Customer Service Strategies 52

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

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. How technology and processes support your talent.

Culture 59

Culture Employee Experience Insurance Government 59

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 101

Customer Service Social Media Chatbots Trends 101

ShepHyken

AUGUST 21, 2020

You need talent to develop the right kind of experience in order to instigate adoption and deliver a great customer experience. Adapt technologies for human needs and collaborate. The more prepared and highly skilled your talent is, the easier it will be for them to: Process new information. Adopt new behaviors.

Customer Experience 249

Customer Experience How To Culture Groups 249

Playvox

FEBRUARY 13, 2023

Increasing revenue, capturing customer loyalty, and building the ROI of your contact center technology investments are all examples of long-term strategies you should be working toward. That makes customer retention an essential part of your financial plan — and your digital customer service strategy.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

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.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

Think Customers

SEPTEMBER 7, 2021

A CXaaS managed services provider offers end-to-end management of CX and employee experience operations and continuous optimization for global talent (e.g., recruiting, onboarding and training), technology, consulting and implementation services. What are the top reasons to work with a managed services provider?

Management 52

Management Contact Center Case Study Comparison 52

Think Customers

FEBRUARY 16, 2021

They want to choose how to customize their products, services, and even the channels in which they interact with brands. To keep up, companies are scrambling to enable more customer experience channels for sales and service. But simply turning on channels or technology isn’t enough.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Think Customers

JUNE 1, 2020

During the TTEC on-demand webinar, “ Contact tracing: Why the road to recovery requires people, process and technology ,” experts from TTEC and Pegasystems shared insights about how government agencies are ramping up contact tracing programs with a technology-enabled, empathetic approach. Speed is the name of the game. to questions?while

Government 52

Government Roadmap Contact Center Chatbots 52

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? And Customer Contact Week was known as Call Center Week.

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

Think Customers

MAY 13, 2020

1: Employee experience is a necessity. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too. The move to an at-home environment has given organizations a prime opportunity to invest in technology and digital transformation that make their agents’ job easier.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

ShepHyken

FEBRUARY 4, 2022

The consumer experience (CX) and the employee experience (EX) are instantaneously raised when reliable, accurate, and timely information from a single source of truth is communicated across platforms.? . Customers are frequently frustrated by gaps in these relevant commerce experiences.

Customer Service 71

Customer Service Knowledge Base Data Retail 71

Think Customers

OCTOBER 28, 2020

Customer experience strategist and author Don Peppers has long said that frictionless customer experiences build loyalty—not delightful experiences. “As Why is this so important?

Financial 52

Financial Insurance Banking Customer Journeys 52

ShepHyken

JANUARY 29, 2018

My Comment: Nate Brown of CX Accelerator has written an excellent and detailed report on three “CX Disciplines” that include voice-of-the-customer, experience engineering, and the employee experience. You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level.

Customer Service 94

Customer Service Social Media Tips Trends 94

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

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret?

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Palo Alto, CA.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CSM Magazine

JUNE 7, 2023

In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. Omnichannel Customer Service. What does it mean?

Omni-Channel 98

Omni-Channel Customer Service Social Media Banking 98

ShepHyken

MAY 19, 2020

Revolutionizing Your Customer Service for an Uncertain Future. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience. Shep Hyken interviews Jeff Nicholson of Pegasystems.

Self Service 94

Self Service CRM Customer Service Strategies Strategy 94

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. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

AUGUST 8, 2023

5 Common Sense Tips for Driving Employee Engagement 1. Involve: in their elevated role of brand guardians, agent opinions really matter so involve them in your customer service strategy or new technology investments. Voice of the Employee (VoE) is just as en vogue as Voice of the Customer (VoC).

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

Think Customers

OCTOBER 11, 2021

CX leaders need to understand the context behind customer interactions. Ask yourself, are you making it easier for customers to answer high-effort questions? Is technology only being introduced because it’s flashy or does it serve a purpose? How to improve CES. Act on CX findings. Learn more about contact center metrics today.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

SurveySparrow

FEBRUARY 5, 2021

Yes, about 87% of customers will have various details of their activity tracked in exchange for more personalized rewards, service, and experience. Making the best use of existing data is a prime strategy that you should adopt to improve the customer retention program. Focus on Employee Experience.

Customer Retention 52

Customer Retention How To Social Media Customers 52