Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

Customer Experience 313

Customer Experience Consulting Consulting Marketing 313

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

TechSee

MARCH 5, 2019

A 2017 study reports that the insurance industry has invested $124 million in AI, compared to an average of $70 million invested by other industries. Insurance Claims Processing through Computer Vision – the eBook. The eBook also provides insurers with practical advice for implementation.

Self service 95

Self service Technology Marketing Customer Experience 95

SharpenCX

NOVEMBER 17, 2021

And, Spotify’s subscriber base has nearly doubled since 2017. And that’s why this month we’re crushing on Spotify’s customer retention strategy. Here are a few reasons we admire Spotify’s customer experience strategy. Spotify emphasizes customer onboarding. You could say Spotify is customer-obsessed.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

SharpenCX

DECEMBER 23, 2020

A Step-By-Step Guide to Building Better Customer Experience Strategies Use the data that lives in your contact center to build actionable strategies for a customer experience that soars past expectations Get The Ebook. .” – Kindra Cooper, CCW Digital.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Fonolo

NOVEMBER 1, 2017

The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. One day, an on-premise call center may seem as quaint as a rotary-dial telephone.

Call Center 138

Call Center Abandon rate Contact Center Enterprise 138

Fonolo

JANUARY 31, 2018

There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Our favorite chart: The Current State of Customer Care. For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

SharpenCX

DECEMBER 23, 2019

Turns out, handling customer issues with knowledgeable and friendly service is how you build trust and earn customers for life. That’s why 71% of consumers said employees have a huge impact on their customer experience. When people are knowledgeable on a certain topic, you trust them and feel better about your experience.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

Talkdesk

FEBRUARY 21, 2018

While customers’ expectations for businesses are higher than ever before, customer service agents are working overtime to please their customers—and their hard work is paying off. In 2017 customer service ratings were better than ever —81% of U.S. One story will be awarded with the overall grand prize.

Customer Service 40

Customer Service Customer Experience Call Center 40

SharpenCX

FEBRUARY 16, 2021

To stay fresh and keep up with the competition, Hulu doubled down to improve the customer experience based on customer feedback. Just recently, Hulu made major design and structural changes to their platform to give customers what they want. Hulu listens to their customers. Hulu listens to their customers.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67

pindrop

MAY 23, 2018

From January 2016 to August 2017, call centers have experienced a 160% increase in global fraud call rate – a rise from 1 fraudulent call for every 937 calls compared to 1 in 769 calls. Call centers need a multifactor authentication solution that focuses on enhancing customer experience while deterring fraudsters.

Engineering 64

Engineering Call Center Banking Accountability 64

Creative Virtual

DECEMBER 8, 2022

This year I’m proud to have two of my blog posts selected as finalists in the 2022 Customer Experience Update MVP Awards: Composable CX: Becoming Agile and Flexible in the CX Strategy category and Can Conversational AI Make Your CX More Human and Empathetic? in the CX Technology category.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Netomi

MAY 11, 2022

million in 2017. Read more about how fintechs can provide a stellar customer experience across the board in our ebook , How Conversational AI Is Rewriting the Rules for Fintech Customer Experience ! A 2022 Gig Payments Report pointed out that, in 2021, there were about 23.9 million by 2027.

Finance 52

Finance Chatbots Banking Accountability 52

Creative Virtual

DECEMBER 7, 2021

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognizing that all of these awards are the result of the hard work and collaboration of our entire global team. I’ve compiled our 2021 collection here so you can easily explore them all.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Infinity

APRIL 22, 2022

As household bills soar, customer service across UK energy suppliers has been reported to be at the ‘worst’ levels since 2017, and much of this data has been linked to the quality of customer calls. In our latest eBook. ?we It’s a must read. Start a conversation with us today? to find out more.

Automotive 52

Automotive Healthcare Sales Marketing 52

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. NONE of these metrics instils a ‘customer experience’ mind-set. As these exceptional brands know, true customer experience in the contact centre works exactly the same as any other touchpoint.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Fonolo

AUGUST 28, 2018

Our favorite chart: Eight Key Trends to Transform your Digital Customer Experience. Key findings: Between 2015 and 2017, the number of consumers using WhatsApp two to three times a week or more has leapt from 47% to 67% and other chat platforms increased from 38% to 66%. Who wrote it: Cisco and BT. Where to get it: Here.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Creative Virtual

DECEMBER 10, 2020

Several months later, AI Time Journal approached us for a contribution to their upcoming ebook featuring ‘Conversational AI Success Stories During Times of Pandemic’. We were happy to share the experiences of one of our international financial services group customers using our V-Person virtual agent to provide customer support.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Quadient

JULY 17, 2017

Mon, 07/17/2017 - 23:00. As the CXO or customer experience executive in your organization, you are essentially the “change agent”. Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. I have enabled others to be successful in serving our customers.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Customer Experience Marketing 52

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

SaaS 40

SaaS Best practices Personalization Metrics 40

ShepHyken

APRIL 10, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience Through Customer Data by Daniel Newman. In addition, customer data gives you more insight into trends, what’s working, what’s not and more. Here are my top five picks from last week.

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

Calabrio

JUNE 9, 2016

are on track to overtake phone interactions by the start of 2017. 80% of organizations now view customer experience as a competitive differentiator. And if you think your competitors aren’t actively trying to improve their customer experiences, think again. What you can do: Establish an omnichannel strategy.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

customer sure

NOVEMBER 20, 2018

For many companies, a customer complaint going “viral” on social media is their worst nightmare. commissioned by Yonder Digital Group, 31% of British customers usually post about their bad customer experiences on social media. The Forum reported that in 2017, UK businesses experienced 9.9 And it does happen.

Customer centricity 76

Customer centricity Feedback Finance Customer effort 76

SharpenCX

JUNE 10, 2021

Jump to] Your resource center with ebooks and guides to keep your agents engaged and your customer experience top-notch. We originally published this post on February 9, 2017, and we updated it for new insight on June 10, 202 1. Need more motivation for your call center? We’ve got you covered, here too.

Morale 67

Morale Call Center Contact Center Coaching 67

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. 47 Social Media Statistics to Bookmark for 2017 by Alex York. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”.

Customer Service 224

Customer Service Best practices Customer retention Customer Support 224

SmartKarrot

JANUARY 5, 2021

Being passionate about guiding leaders on making their companies “unforgettable,” she is the Founder and CEO of Customer Bliss and is fondly known as the “Godmother of Customer Experience.”. Customers are nothing but normal people like us. His blogs, podcasts, and speeches mark the frontline of Customer Success.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Netomi

SEPTEMBER 30, 2021

According to data from Google Trends , interest in “conversational AI” was practically non-existent from 2005 through 2017. Businesses use conversational AI for marketing, sales and support to engage along the entire customer journey. Fintechs need to provide a stellar customer experience across the board.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Self service 157

Self service Feedback Airlines Metrics 157

Mindtouch

MAY 24, 2019

Do you care about your customers and incorporate their perspective into your strategy? However, that’s not enough to create and sustain an optimal customer experience. Committing to an outside-in approach means prioritizing customer value over what seems best for business (or your team) now. Download the Free Ebook.

Self service 84

Self service Chatbots Metrics Feedback 84

Mindtouch

MARCH 16, 2020

In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Download the free ebook. Examining the journey through the customer’s eyes . Net Promoter Score (NPS).

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Netomi

SEPTEMBER 10, 2022

Here are some of the best customer service statistics that really paint the picture of: What consumers expect The baseline of where many brands are today The opportunity for AI to catapult a brand’s customer service to the next level. Many companies rely on these stats to benchmark customer service. 62 billion is lost by U.S.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

SharpenCX

MARCH 5, 2020

Plus, you’ll have actionable insights to optimize your customer journey. Learn how to use your data to build impactful customer experience strategies. Get the ebook. There’s no question that all contact centers share a universal goal: to provide excellent customer service.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years.

Metrics 40

Metrics Airlines SaaS Education 40

LiveChat

JUNE 8, 2018

In this post, we’ll take a look at some simple ways in which you can communicate with your customers better. 54% of people have stopped purchasing from companies that provided bad customer service in 2017. This goes to show how important it is for you to provide good customer service. In 2016, it was 49%.

B2C 66

B2C B2B Scripts Wait times 66

ClientSuccess

MAY 10, 2017

Lonnie Mayne is the president of InMoment , a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Join us this September at the CS100 Summit 2017 at Sundance, Utah.

Metrics 40

Metrics Coaching Sales Marketing 40

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

LiveChat

JUNE 23, 2017

The public cloud market alone is expected to be worth more than $100 billion in 2017 , according to Statista. According to Statistic Brain , tech startups or other startups in the IT sector experience the highest amount of failure. In addition to this, you need to start using conversational commerce to enhance customer experience.

SaaS 38

SaaS Sales Best practices Enterprise 38