Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

Inbenta

JUNE 12, 2023

June 8, 2023 By Brett Petersen, Head of Global Operations @ Inbenta “I want to ship a book to France” “I want to book a ship to France” The exact same words used in a different order can have a dramatic impact on the meaning of a sentence. For example, can your Chatbot tell the difference between a noun and verb?

Chatbots 97

Chatbots Consulting Consulting Upselling 97

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

CCNG

DECEMBER 20, 2023

Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. Chatbots - computer programs that can simulate human conversation.

Call Center 195

Call Center Chatbots CCNG Technology 195

Interactions

JUNE 29, 2023

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. A majority (69%) also appreciate having tech-driven customer support options, such as virtual assistants, chat, and chatbots.

Technology 62

Technology Customer Service Chatbots Best practices 62

CSM Magazine

SEPTEMBER 21, 2022

According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support. Chatbot support is gaining wide traction in all business forms since having an online presence is essential in an increasingly digitised marketplace.

Chatbots 52

Chatbots Customer Support Surveys Accountability 52

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 76

Customer Service Interactive Voice Response Multi-channel support Multichannel 76

TechSee

SEPTEMBER 28, 2023

If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it? In August 2023, we fielded a new study to answer this question. What do people expect from Generative AI in Service?

Surveys 124

Surveys Chatbots Education Customer Support 124

Global Response

JANUARY 31, 2023

In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. Seem extreme?

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Inbenta

MAY 16, 2022

By 2023, we are expected to see growth rocket to nearly $1.5 One answer is AI chatbots. In recent years, the ability of AI chatbots to comprehend speech and automate tasks has grown in leaps and bounds. So let’s discuss the reasons why it’s time for your telecom business to invest in chatbots.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. Anticipating the Agent Workforce Evolution with AI Calabrio surveyed 400 contact centre managers from across 10 countries, 4 age groups, and 6 industries.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! The Northridge Group needs the contact information you provide to us to contact you about our products and services. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

JivoChat

JUNE 9, 2021

One technology leading the way online is chatbot marketing. Marketers all around the world are opting for this kind of customer connection automation. In fact, the global chatbot market is expected to see a compound annual growth rate of nearly 25% between 2021 and 2028. What is Chatbot Marketing?

Chatbots 52

Chatbots Marketing Upselling Surveys 52

Outsource Consultants

JANUARY 3, 2024

Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Our insights draw from current trends, emerging technologies, and the changing needs of businesses and customers. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. For customers to remain loyal they need to feel satisfied and valued.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. Analyze the feedback to identify trends, areas for improvement, and customer pain points.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

Netomi

AUGUST 16, 2023

The advent of this technology has enabled businesses to provide 24/7 support, ensuring that customer queries are resolved promptly and efficiently. We will talk more about that in a future blog on the powerful combination of Generative-AI first technology with LLMs for brand-safe customer interactions. billion U.S. billion U.S.

Enterprise 52

Enterprise Chatbots Healthcare Entertainment 52

ShepHyken

APRIL 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Going into 2023, contact volumes are going to remain high.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Quiq

FEBRUARY 17, 2023

So how do you deliver personalized customer service in the age of data privacy? Personalization is table stakes these days, and customers make decisions based on how customized the shopping experience is to their preferences. Increased privacy concerns have made personalization a much more difficult task in 2023.

Personalization 77

Personalization Chatbots Best practices Customer Service 77

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Going into 2023, contact volumes are going to remain high.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Comm100

DECEMBER 2, 2021

Writing for Financial IT , Hans Tesselaar states that, “In 2022, banks will have to focus on overcoming the extensive use of legacy technology which prevents them from bringing new services to life.”. According to a recent survey, 50% of banking consumers want a seamless mix of physical and digital services during their buying journey.

Customer Experience 92

Customer Experience Banking Chatbots CRM 92

The Northridge Group

APRIL 25, 2023

Download Part 1 of Northridge's State of Customer Experience 2023 Research Report for more CX insights! The Northridge Group needs the contact information you provide to us to contact you about our products and services. Chatbots are also catching on in the healthcare industry. To learn more, contact us.

Healthcare 67

Healthcare Technology Self service Chatbots 67

Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? What Is Customer Service Outsourcing? There are three main ways to outsource customer service: offshore , onshore , or nearshore.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Creative Virtual

FEBRUARY 15, 2023

While Creative Virtual’s V-Person solutions successfully automate digital customer service, forcing all customers to only self-serve with a virtual agent is never a good CX decision. It should also include your customers – the true experts on their experiences with your organisation, products, services, and employees.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

Revation Systems

MARCH 4, 2020

Banks are using artificial intelligence technology to accomplish a variety of tasks already today – and all with one common goal in sight: to improve the customer experience and reduce operating costs. And, what’s more, a 2019 study by Juniper Research found that the operational cost savings from using chatbots in banking will reach $7.3

Banking 62

Banking Chatbots Technology Self service 62

CSM Magazine

JANUARY 19, 2023

Bringing this ramble around to customer service, I feel the industry is very much like the sweet shop, but with a very slim owner. Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Our sweets are our data sources. Is it agent availability?

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

Global Response

JANUARY 23, 2023

In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them. A SMART goal is one that is: S pecific M easurable A ttainable R elevant, and T ime-bound Let’s break down each of these attributes with regards to your customer service goals.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5% Temkin, 2018).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

NobelBiz

MARCH 12, 2024

Unified CXM, on the other hand, takes a comprehensive view of the customer journey, aiming to deliver cohesive and personalized interactions at scale. Enables instant, personalized interactions based on the entire customer journey. Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Real Blue Sky

DECEMBER 15, 2022

As we move into 2023, reflecting upon the last few years is essential. These years have helped shape the CX trends you can anticipate for 2023 and beyond. These years have helped shape the CX trends you can anticipate for 2023 and beyond. Customers want to understand how you use, store, and protect their data.

Self service 98

Self service Chatbots Wireless Analytics 98

Global Response

AUGUST 7, 2023

The call center has a major impact on customer retention and brand loyalty, in large part due to the importance today’s customers place on customer service and experiences. 92% of customers will switch to another company after just three (or fewer!) But there are other ways a call center can support CLV as well.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

SharpenCX

JANUARY 6, 2021

And in 2020, some 27% of companies reported improvements in the quality of their customer service, up from only 14% in 2019. The infamous year 2020 sent customer complaints soaring. In a study of more than 1 million customer service calls, companies reported 34% increases in hold times and 68% rises in escalations.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Comm100

NOVEMBER 28, 2022

Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. Read on for the top five higher education customer service trends you’ll want to keep on top of. Automation takes off.

Education 90

Education Customer Service Chatbots Personalization 90