ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer experience trends to watch out for in 2020 by Mahir Prasad. ClickZ) OpenText’s Nali Giliana highlights five key trends that will influence customer experience in 2020.

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customer Support Through The Eyes of Consumers in 2020 by Hiver.

Customer Service 261

Customer Service Customer Support Self service Customer Experience 261

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Staying on top of trends means that your organization won’t fall behind. 7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Amazon set the trend in motion with their version of a convenience store, known as Amazon Go. Chief Marketer) By 2020, the customer experience is expected to overtake price and product as a key brand differentiator.

Customer Service 227

Customer Service Marketing Customer Experience Technology 227

Beyond Philosophy

FEBRUARY 20, 2021

Starting in March 2020, Pine watched as all the events he had booked canceled. It turns out, virtual events, for the interested attendee, could be excellent resources for information. Here are a few key moments in the discussion: 06:50 Pine explains what the new trend of hybrid events. At first, the organizers canceled them.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

HGS

JANUARY 25, 2021

Assess trends with care. Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle.

Contact Center 130

Contact Center Banking Education Self service 130

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). Industry wide, there is now a deeper understanding of CX as a multi-faceted, complex, incredibly important piece in the success (or failure) of any brand. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The lesson?

Gamification 116

Gamification Airlines Contact Center B2B 116

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%. For example, AI in healthcare can predict which patients are at an increased risk for morbidities based on their medical records.

Automotive 109

Automotive Transportation Telecommunications Self service 109

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. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. A CX Moment with Calm. The Calm app , a sleep and meditation app, saw a huge jump in downloads in 2020 for obvious reasons. Industry Trend Predictions for 2021. Let’s dive in.

Contact Center 83

Contact Center B2B Customer Service Customer Experience 83

Anexa BPO

JANUARY 18, 2022

As extreme a perspective as it endorses, perhaps it lends itself perfectly to the critical business trends that are predicted for 2022. Although disruption has been a constant since the beginning of the digital era, 2020 saw an explosion in its intensity and capacity. There is untapped potential in human resources.

outsourcing 52

outsourcing Government Customer centricity Technology 52

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. That so many CX professionals have been able to incorporate this approach into their operations is impressive, to say the least.”. Peter Ryan , Ryan Strategic Advisory.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Babelforce

NOVEMBER 12, 2020

Can you even make predictions at the end of a year like 2020? I mean… I made plenty of predictions back in 2019 and ‘global pandemic’ was not one of them. This fits with a trend that has been unfolding for years, but which has shifted up several gears. 2021 won’t be a year for complacency. Schools, bars and theatres, yes.

Sales 98

Sales Marketing Entertainment Contact Center 98

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. 70 per interaction.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. I asked our team to weigh in on what they predict for the future of Customer Success in 2022. I asked our team to weigh in on what they predict for the future of Customer Success in 2022. We’ve got some pretty exciting trends to look forward to in the coming months.

Education 52

Education Best practices Self service Customer Experience 52

Uniphore

JANUARY 25, 2022

Applications considered early in their hype cycle reached maturity at breakneck speed, and our tech predictions became a reality even faster than we anticipated. Here are some of my predictions for 2022…. Video will be Preferred CX Platform. Post-2020 could easily be called the start of the Zoom Era.

Healthcare 52

Healthcare Banking Enterprise Automotive 52

Comm100

JANUARY 7, 2020

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. They also enjoy vast operational benefits.”. Here’s the proof.

Benchmark 53

Benchmark Wait times Chatbots First call resolution 53

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. 70 per interaction.

Customer Service 61

Customer Service Chatbots Surveys Customer retention 61

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. As I poured through resources and spotted trends sure to stick around, one’s permanently seared into my brain. So, what’s the trend that has me (and soon, you) hyped? Reduced wait times.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Serenova

AUGUST 25, 2020

When viewed holistically, workforce management initiatives allow companies to accurately predict staffing needs and associated budget implications as labor demands change. A modern workforce management solution helps CX leaders with the following, and more. Trends in Workforce Management. Field service management.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Babelforce

OCTOBER 2, 2020

2020 is speeding by – and it hasn’t been easy for anyone. In this post: Acquisition and loyalty Debt Recovery The Cloud Automation API Integration / Development Customer Service / CX General Call Center Statistics. Here’s what you can learn about debt collection contact centers around the world in 2020: #6. The upshot?

Contact Center 52

Contact Center APIs Call Center Wait times 52

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). This blog will provide some insight into the way successful companies are using AI and UC to improve their customer experience (CX) and to drive operational efficiencies across their organizations. Predictive Analysis (43.9 Blog #3 of 4: Customer-facing agents.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. Key Takeaways for 2020. In 2020, average chat duration increased by 18%. .

Benchmark 52

Benchmark Best practices Metrics Customer Support 52

SharpenCX

APRIL 29, 2020

Pair historical data with recent data trends from your real-time numbers. Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. Data from the previous year helps you predict and forecast seasonality among your customers. When did it pick back up again?

Coaching 76

Coaching Management Contact Center Morale 76

The Petrova Experience

DECEMBER 15, 2020

As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even though customer experience programs demonstrate how CX is still a mystery. In fact, the government lists CX Cross-Agency as a strategic priority.

Government 52

Government Customer Experience Healthcare Consulting 52

delighted

JANUARY 7, 2020

Fast forward almost 5 years and CX is still top of mind for brands looking to differentiate themselves from their competitors. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customer experience trend #2: CX meets AI.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Callminer

AUGUST 6, 2019

Predictive Dialer: An automated calling system, typically used for sales. Know the latest call center trends. The following trends are particularly important to consider when selecting a solution: “Multi-channel contact centers. These details allow for training reps and improving call center performance.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Serenova

AUGUST 25, 2020

When viewed holistically, workforce management initiatives allow companies to accurately predict staffing needs and associated budget implications as labor demands change. A modern workforce management solution helps CX leaders with the following, and more. Trends in Workforce Management. Field service management.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Flash forward to this year, and new consumer trends are putting even more pressure on brands to innovate. The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Flash forward to this year, and new consumer trends are putting even more pressure on brands to innovate. The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Comm100

JUNE 5, 2018

Tech industry giants like Microsoft, Google, and Amazon, as well as smaller companies of all types, are already devoting resources and time to develop AI for the future. Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. Advancing Customer Service.

Contact Center 48

Contact Center Chatbots Call Center Self service 48

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. Here are over 100 customer experience stats and trends for you to discover. Gartner, 2022) CX programs that exceed management expectations are 2.3

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Vistio

JULY 11, 2022

One of the reasons is, not just the immersive aspects of what the metaverse might become as time goes on for the CX and for the employee experience as well, but also how companies are going to figure out how to build out the infrastructure for the metaverse. Staying up with the trends, which you know all about. That’s so cool.

Technology 52

Technology Self service Contact Center Analytics 52

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. Top 6 Customer Experience (CX) Strategy Tips for 2020 by Raj Roy. Here are my top five picks from last week.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

SharpenCX

NOVEMBER 21, 2019

CSAT scores are stuck and most CX strategies are tired. 2020 call center trends look to finally shake up the stale industry. 2020 call center trends look to finally shake up the stale industry. You need alignment and a vision for your CX to move forward. It means using data to predict customer behavior.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

CSAT scores are stuck and most CX strategies are tired. 2020 call center trends look to finally shake up the stale industry. 2020 call center trends look to finally shake up the stale industry. You need alignment and a vision for your CX to move forward. It means using data to predict customer behavior.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67