ShepHyken

JUNE 28, 2019

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken. Read Shep’s latest Forbes article: Five Ways To Motivate Your Customer Service Team.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. The post Guest Blog: Don’t Waste My Precious Time appeared first on Shep Hyken. Shep Hyken.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

SEPTEMBER 7, 2018

Our data showed that out of the areas that vendors tend to focus on (namely, website, marketing collateral, case studies, blog, and product demos), only product demos are found reliably trustworthy by buyers, with 81% saying they’re more trustworthy. This is a problem for vendors.

B2B 201

B2B Surveys Sales Marketing 201

ShepHyken

JUNE 8, 2018

It’s the story of how our support crew listened to the users of Videoleap , our creative video editor (and Apple’s App of the Year in 2017 in 77 countries, only three months post-launch — ok, done gloating). The post Guest Blog: Exceptional Customer Support Is Fresh, Not Canned appeared first on Shep Hyken. Still not sure?

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

JANUARY 13, 2017

This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Read Shep’s latest Forbes Article: Ten Customer Service And Customer Experience Trends For 2017.

outsourcing 192

outsourcing Customer Service call center solutions Call Center 192

ShepHyken

OCTOBER 23, 2017

The information that Vala shares through his articles and blogs is always spot on. The post 5 Top Customer Service Articles for the Week of October 23, 2017 appeared first on Shep Hyken. My Comment: What’s the most costly mistake in business? This article covers the importance of… well, you’ll have to read the article to find out.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

FEBRUARY 6, 2017

Forbes) If you follow the best practices in digital marketing or customer service, then there’s a good chance you’ve come across a blog named Convince & Convert and have heard of Jay Baer. The post 5 Top Customer Service Articles For the Week of February 6, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. The post Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively appeared first on Shep Hyken.

Technology 229

Technology Customer Service Management CRM 229

ShepHyken

MAY 15, 2017

If you don’t subscribe to his blog, you should. The post 5 Top Customer Service Articles For the Week of May 15, 2017 appeared first on Shep Hyken. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty. This short article has three excellent ideas that focus on client loyalty.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JUNE 29, 2018

In a 2017 report by Conversocial , it was stated that customer service interaction made via Twitter have increased by 250% in the last two years. The post Guest Blog: Struggling with Bad Customer Service? Once you have found a system which works for you, customers will notice better efficiency with your business and will be impressed.

Customer Service 206

Customer Service Feedback Coaching Management 206

Customer Experience Matters

OCTOBER 3, 2017

Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Customer Experience 78

Customer Experience 78

Verint

DECEMBER 28, 2017

When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. The following One Millimeter Mindset customer retention blog posts represent the top posts from 2017. Subscribe to my blog. Take a read. Contact me and let’s discuss.

Customer retention 36

Customer retention Engineering Coaching Sales 36

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.

Customer Service 133

Customer Service Best practices Customer Experience 133

Customer Service Life

JANUARY 7, 2018

It has been a pleasure to be associated with ICMI through their conferences, webinars, book club, blog, and of course, the regular #ICMIChat Twitter chat every Tuesday at 10am Pacific time. So many times I sit down to write a blog post and wonder, “Is anyone really going to care about what I have to say? Jenny Dempsey.

Contact Center 84

Contact Center Feedback Customer Service Customer Experience 84

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. So what did I do to come up with three lessons for 2017? I went through my last year of blog posts and found the experiences that taught me something, and in some cases continued to gnaw at me throughout the year. Click here to read it. Here we go!

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Cisco - Contact Center

NOVEMBER 1, 2023

For the first time since 2017, we’re in a ne… Read more on Cisco Blogs It’s hard to believe that Cisco Partner Summit 2023 is right around the corner in Miami Beach, Florida on November 6th – 9th. Yes, you read that correctly.

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95

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. The post TOP 124 Salesforce Influencers of 2017 appeared first on MindTouch Blog. Thousands have asked for it, many have tried to get on it, but few have made the final cut.

Consulting 91

Consulting Consulting Engineering CRM 91

ShepHyken

OCTOBER 5, 2022

Brian Knight , a professional speaker on team performance, posted the story on his blog. When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. And by the way, you will enjoy this story even if you’re not in sales. .

Sales 307

Sales Customer Service Advertising Customer Experience 307

Mindtouch

JANUARY 20, 2017

We’re honored and pleased to announce that MindTouch has been named to G2 Crowd’s “Best Software | 2017” list for Customer Service Teams. The post The Best Software of 2017 for Customer Service Teams appeared first on MindTouch Blog. Marty Duffy, Director of Research at G2 Crowd. Thomas Fuhriman.

Customer Service 91

Customer Service Consulting Consulting Marketing 91

Branch Mesenger

JANUARY 4, 2018

Today, we want to explore some of our favorite blog posts that we've written over the course of the past year. Most of these stories are written by our editorial team and are published on the blog. Earlier this week, we looked back at some of our defining moments from what was an awesome year at Branch Messenger. Customer Stories.

Healthcare 48

Healthcare Banking Enterprise Finance 48

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. On the 3rd October 2017, the world will once again celebrate CX Day.

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

NICE inContact

JANUARY 19, 2017

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Register today for ICUC 2017 at NICE Interactions, for a once in a lifetime opportunity to hear Alec discuss his life and career! Learn more.

Management 65

Management Customer Experience 65

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Drive Revenue with Great Customer Experience, 2017 – Forrester Research.

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

Avaya

SEPTEMBER 15, 2016

Beginning in 2017, Avaya and IAUG will come together to host their first truly joint event. Additionally, the event will be held in February, earlier in the year than past events—making Avaya ENGAGE 2017 not only one of the largest industry events, but one of the year’s first. This collaboration is more than an event.

Management 0

Management 0

CustomerGauge

OCTOBER 2, 2017

The post Top 5 Customer Experience Lessons of 2017 appeared first on CustomerGauge. The good news is that PR disasters like United Airlines’ passenger service and Equifax’s 143 million post-hacking slip-ups can only help us improve for the future (if we’re smart) and learn […].

Customer Experience 72

Customer Experience Airlines 72

ShepHyken

AUGUST 4, 2017

The above contributors will all be speakers at the 4 th Annual Digital Customer Experience Strategies Summit at the Fairmont Chicago, IL September 19-20, 2017. Overall, the future of a successful digital customer experience will require proficiency in and the ability to leverage all of the above aspects (and more such as mobile, VoC, etc.)

Big data 189

Big data Customer Experience Personalization Technology 189

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. The post Recapping the 2017 ICMI Contact Center Conference appeared first on Customer Service Life. Click here to read the original. Were you at the conference?

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Aspect

NOVEMBER 28, 2017

The post Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey appeared first on Aspect Blogs. To learn more about how your contact center can adapt for long-term success, check out more innovative contact center solutions.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Cisco - Contact Center

MAY 18, 2023

Ever since the WannaCry attack in 2017, ransomware has remained one of the most significant cyber threats worldwide. Ransomware is a type of malicious software that encrypts data on a victim’s… Read more on Cisco Blogs

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90

Mindtouch

JUNE 7, 2017

2017 marks the turning point of the subscription economy. It was, in essence, on how to create customers for life (See Tien’s Video Below on Subscribed 2017). The post Zuora’s Subscribed 2017: The Rise of Subscriptions of Innovation appeared first on MindTouch Blog.

Sales 48

Sales Customer Experience 48

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 25 Customer Success Influencers who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. The post Announcing the TOP 25 Customer Success Influencers of 2017 appeared first on MindTouch Blog. one_third_last].

SaaS 81

SaaS Consulting Consulting Marketing 81

Jon Arnold

NOVEMBER 10, 2017

Otherwise, there's some useful stats from Dimension Data's 2017 benchmark report, and if you like what you see , am sure RichCall will be happy for any sharing - and likewise for keeping our names out there.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. The post Artificial Intelligence in 2017: the Next Step for Enterprises? appeared first on Avaya Connected Blog.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Cisco - Contact Center

MARCH 16, 2023

In early 2017, my husband and I were traveling in Thailand when he had a terrible accident. Despite all the best efforts, he was unable to recover, and I was forced to say goodbye in an ICU in… Read more on Cisco Blogs

Customer Experience 88

Customer Experience 88