CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. 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.

Customer Service 246

Customer Service Chatbots Engineering Analytics 246

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. Can AI really better-inform the actions we should be taking as a result of customer feedback? Trend 2: Breaking down Silos Every year, more companies gather more feedback from more customers. Start small and grow.

Customer Service 62

Customer Service Best practices Feedback APIs 62

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 161

Customer Service Self service Customer Experience Surveys 161

ShepHyken

JANUARY 3, 2022

Each week I read many customer service and customer experience articles from various resources. How to Train Your Customer Support Agents To Provide Better Service by Kimberly Zhang. Entrepreneur) Customer service begins and ends with the way your employees treat browsers and buyers. and Salesforce.com Inc.

Customer Service 179

Customer Service Government Customer Support Coaching 179

Toister Performance Solutions

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning?

Surveys 103

Surveys Metrics Customer Service Customer Experience 103

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Learn how to ensure customer satisfaction despite supply chain disruptions. Here are my top five picks from last week.

Customer Service 167

Customer Service Customer centricity Personalization Customer Experience 167

delighted

MARCH 15, 2023

There’s no question that the experiences customers have with your brand make an impact on your bottom line. more likely to purchase after a 5-star experience than after a 1- or 2-star experience. more likely to recommend a company after that 5-star experience. What’s more, they’re 3.7x

Feedback 92

Feedback Accountability Surveys Metrics 92

Fonolo

NOVEMBER 17, 2020

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. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Upselling Accountability SaaS 89

The Northridge Group

JANUARY 18, 2023

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. It can help agents improve customer experience through better relationship building.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize is excited to announce the new Trending-Now recipe to help you recommend items gaining popularity at the fastest pace among your users. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 83

Personalization APIs Accountability Engineering 83

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

TeamSupport

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 Upselling Coaching Customer Support 98

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Support 52

Customer Support Analytics Upselling CRM 52

ProProfs Blog

NOVEMBER 15, 2021

A few of them experience positive outcomes while others don’t. The collected information from a business questionnaire helps you form growth strategies by analyzing meaningful insights about market trends, employees, and customer behaviors. Let’s see how: 1. What did you like best about your experience?

Surveys 144

Surveys Feedback Morale Customer effort 144

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

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

ProProfs Blog

JANUARY 18, 2022

Because market trends change with the change in opinions and preferences of your customer base. Even your most loyal customers will turn to other brands unexpectedly. For this reason, a marketing questionnaire can help you find out what your customers want and think. Who are your target customers?

Marketing 145

Marketing Surveys Feedback Education 145

SmartAction

MARCH 7, 2023

Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond. Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. What are the key drivers of this explosive growth in the CAI market?

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

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

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

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

Outsource Consultants

OCTOBER 4, 2021

This week, businesses across the globe are celebrating customer service week, highlighting the dedicated professionals and the sophisticated processes they leverage to thrill customers. If customer service is a priority for your organization, this week is a perfect time to consider new ways you can improve customer service outsourcing.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

CSM Magazine

NOVEMBER 8, 2023

The success of any business revolves around its customers. The more active your customers are, the more successful your business becomes. However, customers stick with you only if their experience with your brand is up to their expectations or beyond. What boosts this trend?

Chatbots 52

Chatbots Personalization Technology Customer Support 52

TeamSupport

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.

B2B 98

B2B Upselling Customer retention Customer Support 98

Comm100

MARCH 20, 2024

Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. There’s often a gap between what the public expects and what government can deliver, due in part to resource limitations, legal constraints, and bureaucratic processes.

Government 75

Government Chatbots Self service Wait times 75

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

Nicereply

JUNE 13, 2022

Let’s discuss a new phenomenon of remote work & future trends. Scott Markovits , Head of Support & Customer Success at CloudApp , has been working remotely for 10 years and lauds the way it has changed and improved his life. What are the next trends you see? Welcome to the next episode of Support Talks!

outsourcing 98

outsourcing Scripts Employee engagement Personalization 98

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Contact Center Trends 2022.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. Which trends will matter? One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Which will fade away?

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

TechSee

FEBRUARY 1, 2021

Emerging trends in telecom sector. AI applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX).

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

Fonolo

DECEMBER 1, 2020

Discover all the latest contact center trends: Read Contact Center Trends 2021. As millions of people transitioned to sheltering-in-place, many picked up the phone to reach out for customer support. One trend we expect to see blossom over the next five years is the (re)growth of audio channels.

Contact Center 147

Contact Center Technology Customer Support Personalization 147