Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. From a business perspective, the same concept applies to Customer Experiences. Speak to Colin and find out more.

Customer centricity 244

Customer centricity Morale Finance Education 244

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM).

Surveys 173

Surveys Education Enterprise Technology 173

Beyond Philosophy

JANUARY 7, 2023

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy.

Consulting 222

Consulting Consulting Customer Experience Surveys 222

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.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

Beyond Philosophy

JANUARY 12, 2024

What’s more, a 2023 study highlighted that nearly half of all fraudulent emails and texts revolved around package delivery. So, how do you balance the need to prevent fraudulent activity in your interactions with customers and the need to provide and easy and excellent customer experience ?

Customer Experience 222

Customer Experience Personalization Management 222

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

LiveVox

OCTOBER 5, 2023

In this article, we’ll explore how these tech-forward strides are reshaping the financial industry, leading to enhanced customer experiences and unprecedented growth.

Banking 94

Banking Technology Customer Experience 94

The Petrova Experience

DECEMBER 20, 2022

Customer experience strategy guides exceptional experience and bolsters growth. In fact, a well-crafted, consistently deployed CX strategy built to address customer personas, needs, and wants, and to anticipate market changes and opportunities, contributes to customer experience as a competitive advantage.

Customer Experience 98

Customer Experience Banking Customer centricity Wireless 98

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: This is a fun article to read, starting off with this question: Is your customer experience strategy a Broadway hit? Service is one piece of the entire customer experience pie, but it’s an important one.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus of CX Day 2023 ! Your CX team must have skills to foster holistic customer focus across the entire organization.

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62

Upstream Works

DECEMBER 20, 2022

In 2023, it will become table stakes. In 2023, AI should be at the top of the list for contact center leaders, as the earlier deployments during 2022 will be more mature now. Remote work will continue to become more common in 2023. This is where predictive analytics come into play, and you can expect to see more of this in 2023.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Beyond Philosophy

JANUARY 12, 2023

However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. Here’s what they had to say.

Engineering 195

Engineering Quality management CRM Customer Experience 195

Cisco - Contact Center

OCTOBER 26, 2023

Find out at this year’s highly anticipated Cisco Partner Summit 2023 , November 6-9th ! What does it take to be greater together? Join us at our premier event with the very appropriate theme of &… Read more on Cisco Blogs

Customer Experience 97

Customer Experience 97

ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. Customers buy and support companies that care about the same things that they do.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. Here are my top five picks from last week.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking Customer Experience Big data Chatbots 94

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 161

Customer Service Customer centricity B2C Government 161

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 77

Customer Experience Brand ambassadors Self service Chatbots 77

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. Here are my top five picks from last week.

Customer Service 196

Customer Service B2C Customer retention B2B 196

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. It may be the least surprising and yet the most important news of 2023. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience.

Customer Service 142

Customer Service Surveys Customer Care Customer Experience 142

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. But this example clearly shows that when the employees—in this case, the radiologists—have a personal relationship with the customer, an emotional commitment, they do a better, more thorough job.

Customer Service 159

Customer Service Marketing Customer retention Customer Experience 159

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. A Weak Economic Outlook for 2023. However, meeting these customer expectations is easier said than done. Multiple studies have shown service leaders are focusing on improving customer centricity, personalization, and customer experience.

Customer centricity 124

Customer centricity Technology Enterprise Accountability 124

LiveVox

OCTOBER 19, 2023

The LiveVox Fall 2023 release introduces fresh features aimed at enhancing the omnichannel customer experience and delivering actionable data and automation tools to contact centers in the U.S. Fall 2023 Edition appeared first on LiveVox. and globally.

Contact Center 89

Contact Center Customer Experience 89

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times? Which are you?

Customer Experience 195

Customer Experience Self service Feedback Management 195

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 167

Customer Service Morale Customer retention Marketing 167

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. You’re trying to restore the customer’s confidence to continue doing business with you. The future of customer experience is here, and it’s a multi-sensory approach to better service your customers.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Here are my top five picks from last week.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! As we approach 2023, it’s time to reflect on everything you’ve learned and develop your strategy for next year. We reached out to seven customer service experts to understand what’s just over the horizon in the customer experience world. Top customer service trends of 2023.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98