ShepHyken

APRIL 23, 2018

Another interesting stat: personalization is a big area of opportunity. 80% of customers will leave a brand as a result of a poor personalized CX. And, it helps create a tailored/personalized experience. The post 5 Top Customer Service Articles For the Week of April 23, 2018 appeared first on Shep Hyken.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

ShepHyken

APRIL 30, 2018

My Comment: Data and personalization ate HOT topics in marketing and customer experience. This excellent article by Tricia Morris has some interesting facts and stats about how companies are using data to personalize the CX. The post 5 Top Customer Service Articles For the Week of April 30, 2018 appeared first on Shep Hyken.

Customer Service 204

Customer Service Personalization Self service Metrics 204

ShepHyken

JANUARY 7, 2019

The post 5 Top Customer Service Articles for the Week of January 7, 2018 appeared first on Shep Hyken. My Comment: This article by Robert Reiss features ideas from an interview with three CEOs. ” Beyond Chatbots: How Artificial Intelligence Can Humanize the Customer Experience by Dan Gingiss. Follow on Twitter: @Hyken.

Customer Service 247

Customer Service Chatbots Contact Center Call Center 247

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. White Paper: CX Trends You Need to Watch in 2018. It’s simply become too loud. The Need for Speed.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

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 84

Personalization APIs Accountability Engineering 84

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. One key facet of the test evaluates how easy it is for guests to log into their various personal accounts, allowing them to get the content they want rather than find themselves stuck with whatever the hotel offers.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

ShepHyken

AUGUST 27, 2018

AI, Personalization and the Internet of Things is just the beginning. The post 5 Top Customer Service Articles for the Week of August 27, 2018 appeared first on Shep Hyken. My Comment: What will the future – at least in 2020 – of customer experience look like? Do Happy Employees Really Lead to Happy Customers? by Jeff Toister.

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition. Self Service.

Customer Service 80

Customer Service Gamification Self service CRM 80

CrazyCall

SEPTEMBER 4, 2018

If you want to follow everyone on this list, check out the list on Twitter , where we’ve brought together all the sales influencers, so you can easily check their profiles and follow each person you want to. million in total revenue in Q1 2018. Personal blog. Personal website. Personal blog. Brian Halligan.

Sales 129

Sales SaaS CRM B2B 129

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. However, 2018 brought the importance of customer experience management into the spotlight. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? The sad truth is that for most consumers, business and personal, these factors now exist almost year round.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. The goal will be to intuitively understand the nuances of each individual consumer as they inevitably change to deliver deeper levels of personalization.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

Cyara

APRIL 16, 2018

Our Xchange 2018 conference was a momentous occasion for us as a company, as well as for me personally. Xchange 2018 was also a great opportunity for us to hear from several industry thought leaders.

Personalization 52

Personalization Metrics Contact Center Call Center 52

Influitive

OCTOBER 4, 2018

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year.

Customer advocacy 66

Customer advocacy Employee engagement B2B Personalization 66

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immersive technology exhibitors at MWC 2018: Go6D Technologies. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. Adding to this personalization, chatbots can also field frequently asked questions. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Call Experts

OCTOBER 23, 2019

Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Customer service teams must be developed to offer scalable personalized support. How to Provide Personalized Customer Service. 10 Trends That Will Disrupt Customer Service in 2018.

Personalization 53

Personalization Customer Service outsourcing Self service 53

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? The sad truth is that for most consumers, business and personal, these factors now exist almost year round.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . In December 2017 and January 2018, participants were asked to identify and select their top servicing objectives from a list of 33 choices, and were also invited to write in additional goals. Top 10 for 2018. Delivering a personalized customer experience. Improving productivity.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

TELUS International

DECEMBER 27, 2018

Personalization' has helped to define the modern customer experience. Learn why this trend will continue in 2019.

Personalization 63

Personalization Customer Experience 63

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

Ann Michaels and Associates

DECEMBER 27, 2018

85% of buyers trust reviews as much as personal recommendations (BrightLocal, 2017). 53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • The post 2018: The year online reviews exploded appeared first on Inside the Customer Experience.

B2B 73

B2B Engineering Marketing Sales 73

Aspect

MARCH 21, 2018

No personalization: Your customers don’t want to complain. Consumers today have given you access to lots of data, and if you don’t use it to cater to their personal needs, they will feel they’ve pulled the short straw. To learn more about how you can keep your customers smiling in 2018, click here.

Contact Center 78

Contact Center contact center solutions Interactive Voice Response Coaching 78

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. When: Today, 8 August 2018. Where: Available at the DMG Consulting online store.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Whitepages Pro

FEBRUARY 21, 2019

Pro Insight searches performed in 2018, Pro Insight had its fastest growing year yet. From the launch of a new interface to major strides in our global reach, 2018 was a pivotal year for Pro Insight. After months of customer visits, beta testing and development, we launched a new interface in July 2018. With over 1.2B

APIs 40

APIs Feedback Marketing Management 40

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? The sad truth is that for most consumers, business and personal, these factors now exist almost year round.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. Now agents don’t have to leave Salesforce to access essential WFM information such as schedules, adherence status, performance status, personal time off requests, and real-time alerts. The post 2018: The Year In Review appeared first on Monet Software.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. For example, fashion brand Everlane has been using Facebook Messenger successfully, allowing customers to place orders, receive personalized recommendations, and get updates on order status all within the app. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? To understand what promotional, perhaps even personalized, email or text may have prompted a follow-up call, the contact center needs real-time access to digital marketing activity.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Collaboration will power personal customer support. Personalization will help drive a customer’s respect and loyalty. Kayako makes customer service simple and personal.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Beyond Philosophy

JULY 19, 2018

Let’s say you want your customers to get away from paper statements, which is far less personal and controversial than taking a kidney. 26 April 2018. < 26 April 2018. < 24 April 2018. < 27 April 2018. < We discuss this further in one of our weekly podcasts ‘Why are customers irrational?’.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498