ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. by Matt Seeley.

Customer Service 227

Customer Service Customer centricity B2C B2B 227

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 2: Define and enhance customer journeys.

Self service 95

Self service Enterprise Customer effort Multichannel 95

C3Centricity

NOVEMBER 4, 2020

29% currently shop more online than in person, while 35% do both equally. Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. Here are some thoughts about what is important to know when trying to meet our stay-at-home customers’ changing desires: FROM TEXT TO VOICE.

Chatbots 71

Chatbots Marketing Analytics B2C 71

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Consumers must take time from their personal schedules (losing work time, etc.)

B2C 104

B2C Technology B2B Chatbots 104

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. Powering personalization. A smile is worth a thousand words….

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. A highly personalized digital service, the company has been dubbed the “Netflix of telco.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64