Our Most Important Learning in 2019

Beyond Philosophy

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. The post Our Most Important Learning in 2019 appeared first on Customer Experience Consulting. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes.

Top Themes from Think 2019

Peter Lavers

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. It was abundantly clear throughout Think 2019 that this is the year in which AI is going mainstream , with lots of use cases and lessons learned sessions.

CRM 144

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

5 Top Customer Service Articles for the Week of July 22, 2019

ShepHyken

Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated] by Amritpal Dhangal. My Comment: The author of this article share four customer experience takeaways she picked up from Mary Meeker’s 2019 Internet trends report. The post 5 Top Customer Service Articles for the Week of July 22, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources.

5 Top Customer Service Articles for the Week of August 19, 2019

ShepHyken

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. The post 5 Top Customer Service Articles for the Week of August 19, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

5 Top Customer Service Articles for the Week of July 1, 2019

ShepHyken

10 Life Lessons from the 2019 Stanley Cup Champion St. The post 5 Top Customer Service Articles for the Week of July 1, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is Customer Service The Same As Customer Experience? I Debate Myself by Steve Olenski.

5 Top Customer Service Articles for the Week of July 29, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of July 29, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Your company has a vision: Why can’t everyone see it? by Knowledge@Wharton.

5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. The post 5 Top Customer Service Articles for the Week of August 26, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

5 Top Customer Service Articles for the Week of June 3, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of June 3, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of June 24, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

5 Top Customer Service Articles for the Week of September 23, 2019

ShepHyken

billion in 2019 — a 44% increase over 2018. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott.

5 Top Customer Service Articles for the Week of May 6, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of May 6, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in.

5 Top Customer Service Articles for the Week of June 10, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of June 10, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

5 Top Customer Service Articles for the Week of March 25, 2019

ShepHyken

Survey: Customer experience trends 2019 by Lynne Capozzi. Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team. SmarterCX) This week at Oracle Modern Customer Experience 2019 in Las Vegas, customer experience leaders from around the globe and across industries are gathering to glean the latest in CX technologies and trends, and share success stories, tactics, and insights for improving customer experience in the coming year and beyond.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

5 Top Customer Service Articles for the Week of July 15, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of July 15, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why B2B Customer Experience Programs Fail by Sarah Frazier.

B2B 221

5 Top Customer Service Articles for the Week of June 17, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of June 17, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle.

5 Top Customer Service Articles for the Week of September 16, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of September 16, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk.

5 Top Customer Service Articles for the Week of November 25, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of November 25, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Jury Is in on the Future of Customer Experience by Lisa Loftis.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

5 Top Customer Service Articles for the Week of August 12, 2019

ShepHyken

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. The post 5 Top Customer Service Articles for the Week of August 12, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Everyone Hates Customer Service. This Is Why.

How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. Technology will continue to innovate processes and shift the way inquiries are handled. With new demands, customer service leaders must prepare their […].

5 Top Customer Service Articles for the Week of December 30, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of December 30, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Using Social Media to Connect with Your Most Loyal Customers by Michael A.

Four Key Contact Center Technologies for 2019

Contact Center Pipeline

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. I’m going to highlight four key technology areas in this post. […]. Technology AI analytics artificial intelligence call center cloud solutions contact center omnichannel robotic process automation RPA technology

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

5 Top Customer Service Articles for the Week of April 1, 2019

ShepHyken

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Our friends at Salesforce have just released their 2019 “State of Service” report. The post 5 Top Customer Service Articles for the Week of April 1, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

5 Top Customer Service Articles for the Week of November 11, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of November 11, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan.

B2C 190

5 Top Customer Service Articles for the Week of May 27, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of May 27, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman.

5 Top Customer Service Articles for the Week of September 9, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of September 9, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Countdown to Empower 2019

Guru

We have entered the final countdown to Empower 2019. Here are a few things that we’re particularly excited about: empower 2019With only a few weeks left until the conference, the schedule has been set, sponsors are locked in, and attendees are registered. Right?! If not, you know what to do: Register Now ).

52

5 Top Customer Service Articles for the Week of December 16, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of December 16, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 ways to Use Social Listening for Customer Service by Steven MacDonald.

7 Big Call Center Predictions for 2019

Zingtree

In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. The lowest hanging fruit for self-service for 2019 planning is to make sure that you’ve optimised your mobile app, and mobile-friendly website, for quick responses to common customer questions and issues. Image via Call Centre Helper.

5 Top Customer Service Articles for the Week of April 8, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of April 8, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. To Provide the Best Customer Experience, Be Proactive by Frank Konkel.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

5 Top Customer Service Articles for the Week of March 11, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of March 11, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover.

5 Top Customer Service Articles for the Week of January 28, 2019

ShepHyken

The State of Bots in 2019: Successes and Failures by Astrid Monge. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.” The post 5 Top Customer Service Articles for the Week of January 28, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

5 Top Customer Service Articles for the Week of May 13, 2019

ShepHyken

Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. The post 5 Top Customer Service Articles for the Week of May 13, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond.

5 Top Customer Service Articles for the Week of December 23, 2019

ShepHyken

The post 5 Top Customer Service Articles for the Week of December 23, 2019 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team.

Building Your CX of the Future - Take the First Steps Today

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.