CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! When people do have to be late for legitimate reasons, people are happy to serve that person and help to cover because of the mutual respect and the fact that no one abuses it.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. This article gets to three areas that truly benefit the customer; personalized recommendations, biometric recognition and virtual (digital) assistants. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Journey mapping 246

Journey mapping Customer Service B2B Analytics 246

ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. Why Is Identity So Important In Today’s Customer Experience?

Customer Service 222

Customer Service Customer centricity B2C B2B 222

Beyond Philosophy

JANUARY 28, 2019

Your customers have different motivators depending on the variables that apply to their lives and personalities. When you can group your customers based on their behavior or psychographics (which are factors related to people’s personality type and personal characteristics), you can create personas that represent your customer groups.

Consulting 349

Consulting Consulting Benchmark Personalization 349

ShepHyken

MARCH 3, 2019

My Comment: The concept of omnichannel simply means a customer can connect with you, seamlessly, a number of different ways; in person, phone, message, social media channels, etc. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken. Some companies do this better than others.

Customer Service 233

Customer Service Customer retention Customer Experience Marketing 233

ShepHyken

SEPTEMBER 16, 2019

That’s Person-to-Person.) The post 5 Top Customer Service Articles for the Week of September 16, 2019 appeared first on Shep Hyken. My Comment: I like lists. Here are seven customer service ideas. While there is a lot of common sense here, pay close attention to number six: Look at B-2-B as P-2-P.

Airlines 245

Airlines Customer Service Automotive Customer Experience 245

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. The post How to improve you call center customer experience strategy for 2019?

Call Center 182

Call Center Customer Experience Self service Contact Center 182

ShepHyken

JUNE 10, 2019

My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them. The post 5 Top Customer Service Articles for the Week of June 10, 2019 appeared first on Shep Hyken. It takes an investment from the company they work for in the form of training.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

Nuance

SEPTEMBER 29, 2021

In December 2019, PSFK reported that 70 percent of customers expected retailers to offer them the same level of personal service, whether they were shopping online, on their mobile device, or in a physical store. The post The rise of hyper-personalized retail and changing consumer expectations appeared first on What’s next.

Personalization 74

Personalization Enterprise 74

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

ShepHyken

APRIL 8, 2019

Easy access, personalization and a consistent experience are just a few ideas shared in this short, but powerful article. The post 5 Top Customer Service Articles for the Week of April 8, 2019 appeared first on Shep Hyken. Here are some reminders of what it takes to keep your customers happy – and coming back.

Customer Service 252

Customer Service Government Entertainment Healthcare 252

ShepHyken

DECEMBER 23, 2019

Evergage) We asked 10 leading experts in the fields of marketing, customer experience, e-commerce, personalization, customer data platforms (CDPs) and more for their industry predictions for 2020. At the bottom is an excellent ebook that you can download (free of charge) about one-to-one personalization. Crystal Ball Time!

Customer Service 250

Customer Service Coaching Customer Experience Marketing 250

ShepHyken

SEPTEMBER 9, 2019

If experience in customer service is not part of her background and her personality isn’t going to fit, all the degrees and high levels of intelligence may not be enough. The post 5 Top Customer Service Articles for the Week of September 9, 2019 appeared first on Shep Hyken. by Kim Campbell . Follow on Twitter: @Hyken.

Customer Service 233

Customer Service outsourcing Surveys Marketing 233

Nuance

SEPTEMBER 29, 2021

In December 2019, PSFK reported that 70 percent of customers expected retailers to offer them the same level of personal service, whether they were shopping online, on their mobile device, or in a physical store. The post The rise of hyper-personalized retail and changing consumer expectations appeared first on What’s next.

Personalization 79

Personalization Enterprise Customer Service 79

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

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Smart Home Startups to See at CES 2019. Cauldryn is the best friend of the person on the go. CES 2019 promises to be inspirational, educational, and a means to build resilience for the future.

Entertainment 174

Entertainment Surveys Technology Education 174

GetFeedback

NOVEMBER 23, 2019

The three key CX takeaways from Dreamforce 2019: Artificial intelligence (AI), personalized experience, and voice technology.

Technology 78

Technology Personalization 78

ShepHyken

FEBRUARY 11, 2019

This article focuses on three good uses for AI; automation, personalization and conversation. 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak. The post 5 Top Customer Service Articles for the Week of February 11, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Chief Customer Officer 142

Chief Customer Officer Customer Service Feedback Customer Experience 142

Fonolo

JANUARY 31, 2019

We open in the year 2019. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond). The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).

Customer Service 93

Customer Service Chatbots Interactive Voice Response Banking 93

Beyond Philosophy

JANUARY 12, 2024

TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and the surge in digital solutions post-pandemic. 21:03 We talk about the particulars of how AI can get into the mix with these tricks and personalize the fraud attempts.

Customer Experience 222

Customer Experience Personalization Management 222

bold360 Blog

DECEMBER 19, 2018

So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year we see AI move from a position of augmenting an experience to becoming a full-fledged assistant. Who wouldn’t want a personal assistant available day and night? Not bad, right?

Chatbots 78

Chatbots Personalization Technology Customer Experience 78

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! But is that all you aim to offer in 2019 too? Greet visitors with personalized messages. 5: Personalize Support Experience. But worry not, we’ve got you covered. Track visitors in real-time.

Customer Service 116

Customer Service Multichannel Self service Scripts 116

Fonolo

DECEMBER 12, 2018

With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The Top Contact Center Trends to Watch in 2019.

Gamification 116

Gamification Airlines Contact Center B2B 116

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. MWC Barcelona 2019 Self-Service Sessions not to be missed. In a nutshell.

Self service 95

Self service Telecommunications Healthcare Analytics 95

VirtualPBX

JULY 9, 2019

Choose VirtualPBX, or switch from your current provider, in our July 2019 Sale and you could save $2-5 per user for the life of your account. View our July 2019 Sale here to sign up or begin your 14-Day Free Trial today. per person, resulting in a monthly total of about $625. Our July 2019 Sale drops that cost to just $20.99

Sales 75

Sales voip Accountability Enterprise 75

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. Expect 2019 to see this trend accelerate, particularly as we see the trust agenda escalating in today’s post-GDPR world.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

Fonolo

FEBRUARY 28, 2019

So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important. If you’re starting to forge your customer experience strategy for 2019, you are not alone. Tuning your Antenna for Personalization. 6 Must Read Customer Experience Trends in 2019.

Customer Experience 83

Customer Experience Customer centricity Surveys Sales 83

TeamSupport

DECEMBER 14, 2018

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.

Customer Service 111

Customer Service Scripts B2B B2C 111

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Superfan apps will be a Customer Experience game-changer in 2019. Don’t take your eye off the ball.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

Zingtree

JANUARY 16, 2019

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. In 2019 contact centres will be offering more to meet consumer expectations by joining up multiple channels – from voice to website to messaging app.

Call Center 79

Call Center Construction Self service Scripts 79

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Customer Service 75

Customer Service Self service Best practices Metrics 75

ShepHyken

DECEMBER 9, 2019

My Comment: If you have just one customer support person or a huge team, you must have a way to measure success. The post 5 Top Customer Service Articles for the Week of December 9, 2019 appeared first on Shep Hyken. Here are five ways they do it – and all are important to just about any type of business in any industry.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

CrazyCall

JANUARY 11, 2019

Let’s start and talk about sales trends in 2019! Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. However, a new generation is emerging that marketers and salespeople should be aware of in 2019. There are few challenges for companies to stay on top of this sales trend in 2019.

Sales 83

Sales Advertising Marketing Chatbots 83

Fonolo

APRIL 3, 2019

Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! Let’s roll out the carpet and congratulate the 2019 Customer Experience Excellence Award Winners of 2019 (#CXAwards): Reliance Home Comfort. 6 Must-Read Customer Experience Trends in 2019.

Customer Experience 89

Customer Experience Call Center Contact Center Education 89

Fonolo

JANUARY 9, 2019

It’s weird how we’re running towards voice when it comes to person-to-device: “Everyone has a smart speaker!” “Voice-first is the future!” ” But we’re running away from voice when it comes to person-to-person: “No wants to make phone calls!” ” “Chat is the future”! Last Thing.

Contact Center 70

Contact Center Gamification voip Chatbots 70