ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. The article quotes a survey that claimed 64% of consumers would switch. Here are my top five picks from last week.

Customer Service 169

Customer Service Journey mapping Surveys Customer Experience 169

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. These 15 stats show how customer service has changed because of the pandemic and answer the big question: what comes next? Edelman and Mark Abraham.

Customer Service 169

Customer Service Customer retention Engineering Self service 169

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Are You Using the Right Customer Experience Analytics?

Customer Service 169

Customer Service Customer retention Analytics Surveys 169

ShepHyken

APRIL 4, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Is DEAD: Now What? CEOWorld Magazine) Traditional customer service (CS) in the business world is officially DEAD! Here are my top five picks from last week. by Mitche Graf.

Customer Service 183

Customer Service Surveys Customer Experience Analytics 183

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. Personalized . Accessible.

Customer Experience 91

Customer Experience Chatbots Surveys Technology 91

delighted

MAY 20, 2022

In an April 2022 study, we asked 251 US-based startup founders and CEOs about their top concerns and priorities for the next 6 months. The research shows that startup founders are instead prioritizing strengthening their core business and delivering customer experiences built to last.

Customer Experience 88

Customer Experience Multichannel Feedback Marketing 88

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. Follow on Twitter: @Hyken.

Customer Service 162

Customer Service B2B Surveys Best practices 162

ShepHyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. No matter your industry, your customers can find another option out there. My Comment: What will bad customer experience management cost you?

Customer Service 176

Customer Service Customer centricity Customer Experience Customer Care 176

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. This will all change in 2022 as more organizations make the leap to AI.

Customer Experience 94

Customer Experience Banking Chatbots CRM 94

kommunicate

DECEMBER 14, 2021

Last Updated on December 14, 2021 Email marketing and chatbots both play significant roles when it comes to automating your marketing campaigns. Having a formidable strategy to integrate chatbots into your campaigns will not only enhance your customer experience but will also improve your conversions.

Chatbots 52

Chatbots Marketing Surveys Customer Experience 52

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? I like how this article makes us consider what will make the most positive impact on our customers. by Michael Manfredo.

Customer Service 169

Customer Service Engineering Personalization Surveys 169

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? If like me , you’re in a Customer Experience (CX), Customer Success, or Research-related role, I imagine you have. Thankfully this attitude towards surveys is relatively rare in B2B. Who has time for all these surveys!

Surveys 78

Surveys B2B Feedback Technical Support 78

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

Consulting 59

Consulting Consulting Analytics Marketing 59

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

Totango

DECEMBER 6, 2021

As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

ProProfs Blog

OCTOBER 25, 2021

Today’s competitive business market is overflowing with top brands fighting neck to neck to stay on top. In such a scenario, you may not want your loyal customers to switch to your competitors. . But, no matter how hard you try, it isn’t easy to read your customer’s mind. c) Identify Your Loyalty Customers.

Feedback 148

Feedback Surveys Enterprise Analytics 148

Playvox

FEBRUARY 8, 2022

In all, the report covers seven major issues and trends affecting the contact center industry today and into the future including: Improving quality and performance Maximizing efficiency and agent optimization Digital, cloud and the customer of the future Outbound and proactivity Customer experience HR management Strategic directions.

Contact Center 83

Contact Center Gamification Benchmark Metrics 83

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Given that the labor market remains tight as teams expand, CS leaders have had to get creative in their search for talent.

Metrics 98

Metrics Benchmark CRM Technology 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Magazine

DECEMBER 15, 2021

Business conversations continue to center on the value of customer experience (CX), as it has become the cornerstone of growth and ongoing success. Dave Mingle, VP of Customer Experience at Reputation , examines the key trends that will shape 2022. Investment in CX technology is growing.

Metrics 59

Metrics Feedback Surveys Technology 59

ChurnZero

JANUARY 13, 2022

Following the trends from the last few years, we fully expect to see an acceleration in the number of Customer Success leaders who join the ranks of the C-suite over the course of 2022. Here’s our watchlist of Customer Success leaders to follow in 2022. 10 Customer Success Leaders to Watch in 2022.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Nicereply

APRIL 13, 2022

Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Customer satisfaction depends on many factors, but some elements in which AI can help are: Through AI and prediction algorithms, we can more accurately predict the needs and desires of our customers.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

TechSee

AUGUST 16, 2022

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry. New York, August 16th 2022 – TechSee , the market leader in Computer Vision solutions for customer service, today released the results from its 3rd annual State of Customer Loyalty and Churn, the 2022 Edition.

Big data 109

Big data Surveys Customer retention Enterprise 109

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022. A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023. trillion by 2025.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. Consequently, so does the demand for a good customer experience. We want to experience something new, something better.

Customer Experience 94

Customer Experience Telecommunications Big data Feedback 94

Quadient

JUNE 22, 2022

IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio. Wed, 06/22/2022 - 16:53. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Marissa Feigen. Any-prem alternatives .

SaaS 52

SaaS Enterprise Finance outsourcing 52

Real Blue Sky

OCTOBER 12, 2022

What Your Brand Needs to Win This Holiday Retail Season Uncertainty Ahead As a brand, you are likely feeling some trepidation about the 2022 holiday retail season. Here is what you need to know for your holiday 2022 business strategy. 2022 feels a little different as society steps into a new post-pandemic normal.

Government 52

Government Sales Education Metrics 52

Real Blue Sky

OCTOBER 12, 2022

What Your Brand Needs to Win This Holiday Retail Season Uncertainty Ahead As a brand, you are likely feeling some trepidation about the 2022 holiday retail season. Here is what you need to know for your holiday 2022 business strategy. 2022 feels a little different as society steps into a new post-pandemic normal.

Government 52

Government Sales Education Metrics 52

Real Blue Sky

OCTOBER 12, 2022

As a brand, you are likely feeling some trepidation about the 2022 holiday retail season. Here is what you need to know for your holiday 2022 business strategy. These consumers had pent-up demand and increased spending power, thanks to a strong job market, increased wages, and U.S. Things aren’t looking quite the same this year.

Government 52

Government Sales Education Metrics 52

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Immersive experiences 7. Keeping the human touch 3.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

OctopusTech

MARCH 28, 2022

Getting an effective customer success team is not always easy as it requires ensuring that their success in a particular product pays off with a long-term customer experience. So, the question arises is how to lead your team and achieve a great customer experience? 8 Steps to Build a Customer Success Team in 2022.

Feedback 62

Feedback Surveys Upselling outsourcing 62