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.

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.

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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.

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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.

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.

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.

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.

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.

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 8, 2019

ShepHyken

10 Best Things about Customer Contact Week 2019! 11 Skills and Traits for Customer Experience Professionals in 2019 by Dom Nicastro. The post 5 Top Customer Service Articles for the Week of July 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.

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

February 13th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMTWith many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers.

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.

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

January 15th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMTIf you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?

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.

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 […].

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

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.

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

February 5th, 2019 1:00PM PST, 4:00PM EST, 8:00PM GMTIn this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.

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 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.

Looking Back at 2019: A Letter from the Publisher

Contact Center Pipeline

The end of 2019 marks the end of our 10th year in publication. As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and wish you each a very Happy New Year. This achievement is a credit to the Pipeline team who consistently make […].

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.

4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

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.

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Contact Center Pipeline Magazine: Inside Our December 2019 Issue

Contact Center Pipeline

Contact Center Pipeline had a very good 2019. TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this.

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 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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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 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.

LISTEN 2019 is “in the Books”

Callminer

This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap up

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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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

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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.

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

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.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!