ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 214

Customer Service Customer Experience Surveys Management 214

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 279

Chief Customer Officer Call Center Consulting Consulting 279

TechSee

JANUARY 26, 2021

Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Customer Service 326

Customer Service Customer retention Customer Experience Technology 326

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. Plus, we take a peek at the AI trends that we can expect in the very near future.

Government 162

Government Healthcare Customer Care Analytics 162

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 219

Customer Service Customer centricity Self service Metrics 219

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Here are my top five picks from last week.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. If you’re not serving the customer, your job is to serve someone who is.” - @jtwatkin #CX4Now #CX #CCTR Click To Tweet. There are several trends on Blair’s radar for 2021.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. Your customers do your marketing for you, spreading good words about your product and service.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 183

Customer Service Metrics Call Center Customer Experience 183

OctopusTech

APRIL 27, 2021

In 2021, enterprises want to achieve the goals planned in the last year. Companies are now focusing more on customer support to enhance the customer experience. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Omnichannel support is the new trend in CX.

outsourcing 101

outsourcing Chatbots Customer Support Self service 101

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Aspect

JANUARY 14, 2021

Here’s some trends we are tracking into the new year and beyond: Work From Home Works… Sometimes. Increased Reliance on the Digital Experience. Omnichannel communication strategy is designed in order to standardize service and enables customers to navigate between touchpoints easily. Front Line Specialists Define CX.

Contact Center 116

Contact Center Government Self service CRM 116

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. The answer is simple: customers have higher expectations for businesses, now more than ever. READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center 87

Contact Center Multichannel Call Center Morale 87

The Petrova Experience

NOVEMBER 10, 2020

What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80% of CEOs believe they deliver superior customer experience while, 8% of their customers agree. Talk is Cheap.

Customer Experience 98

Customer Experience Education Banking Call Center 98

SharpenCX

SEPTEMBER 30, 2020

Customer Experience is no exception. Here are four strategies to follow to keep up with the future of omnichannel. Some 79% of customers say personalized customer service is more important than personalized marketing. Your customers have already made the decision to be just that–your customers.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Anexa BPO

AUGUST 29, 2023

The only thing predictable about customer expectations is change. Customers will continue redefining the value proposition as many trends emerge. The point is that shopping trends constantly evolve, become priorities, and characterize the retail model. These sophisticated customers demand options.

outsourcing 52

outsourcing Customer retention Sales Personalization 52

Tethr

DECEMBER 23, 2020

Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your operation probably encountered struggles this year that seemed unimaginable in the January of 2020. Self-Service Digital Channels.

Customer Experience 75

Customer Experience Agent Empowerment Self service Chatbots 75

The Petrova Experience

NOVEMBER 25, 2020

While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that is a customer experience strategy. Today we continue our discussion of 2021 customer experience trends.

Customer Experience 52

Customer Experience Healthcare Customer centricity Engineering 52

Creative Virtual

OCTOBER 8, 2021

Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Inbenta

JANUARY 25, 2021

Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. Customer service goes remote.

Customer Experience 97

Customer Experience Self service Wait times Chatbots 97

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. We would love to talk!

Customer Care 52

Customer Care Government Self service Education 52

CSM Magazine

NOVEMBER 23, 2021

The year 2021 was one of adjustment. Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021. Each represents a significant trend that goes beyond the day-to-day operations of many organisations. Lessons learned in 2021.

Journey mapping 52

Journey mapping Metrics Analytics Education 52

Fonolo

DECEMBER 3, 2020

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler? 3 Crucial Contact Center Trends in 2021. What Customers Want and Expect in Customer Service.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

TechSee

MAY 4, 2021

In recent years, the world has been trending toward a gig-based economic format. Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Fonolo

DECEMBER 15, 2020

It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact Center Trends 2021. Resiliency Will Be A Major Contact Center Trend Next Year. Crises do occur.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Despite the efficiency that IVRs offer, most customers don’t like using them. That’s right – about 61% of customers associate IVRs with a poor customer experience.

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

TechSee

FEBRUARY 21, 2022

It seems like everywhere you look, AI is trending. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. Enhance Customer Service. say that they’re leveraging AI to enhance customer service. Predict Behavior. Prevent Disasters.

Automotive 109

Automotive Transportation Telecommunications Self service 109

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Suddenly, customer insights became the golden ticket!” We were all intimately aware of the importance of customer service — and the frustration of long hold times and poor service.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Anexa BPO

APRIL 22, 2023

As with every other industry, the US retail pharmacy sector has been deeply impacted by changing consumer trends. For example, Walgreens undertook an ambitious strategy to close 200 US stores, and in 2021 CVS followed suit with a plan to close 900 locations by 2024. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer centricity Sales Customer Service 52

Fonolo

JUNE 8, 2021

A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either. Start by exploring our list of agent engagement strategies below. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Call Center 133

Call Center Morale Contact Center Technology 133

Fonolo

NOVEMBER 9, 2021

While customer empathy, hybrid work, and improved contact center technology were definitely hot topics, there were some 2021 trends we didn’t see coming – namely the shortened customer journey, customer demand for immediate support, and of course, the Great Resignation! Trend #1: Customer intelligence.

Contact Center 87

Contact Center call center software Call Center Metrics 87

Aspect

DECEMBER 10, 2020

Tech-savvy people and marketers alike will claim they saw this coming all along; but the truth is that, in most cases, even industries and organizations that were trending ahead of the curve were still unprepared for the jump to the multichannel hyperspace that happened in the Q2 of 2020. Which brings us to your digital strategy.

Multichannel 147

Multichannel Call Center Self service Marketing 147