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Top 5 Customer Service & CX Articles for Week of January 29, 2024

ShepHyken

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” The numbers make the case. CX doesn’t cost. We must keep up, or we’ll be playing catch up.

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The top 2024 customer success trends predicted by industry experts

ChurnZero

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

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Driving Change: The Impact of Women in the Workplace

Playvox

Deloitte’s Women @ Work: A Global Outlook 2023 report presents findings from over 5,000 women surveyed in 10 countries, highlighting the importance of hybrid work, schedule flexibility, and a more significant commitment from organizations to support gender pay gap and gender equality.

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The Power of Purging Perfunctory Performance

Horizon CX

Lack of Supervision and Accountability : In environments where there is insufficient supervision and accountability, employees may not feel motivated to deliver their best efforts in serving customers. Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement.

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What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success

Balto

“If you build it, they will come” Balto recently conducted a survey on value perception of the contact center by leaders across industries. Forty-three percent of those surveyed in the Five9 survey noted that agent interactions have become lengthier and more complex. The study revealed an interesting correlation.

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4 Point of Sale (POS) Trends to Look for in 2023

CSM Magazine

trillion by 2024. Buy online and pick-up in-store trends have reached $83 billion in US sales, which is expected to grow by $141 billion by 2024. A survey highlights that 60% of the customers remain loyal to businesses that offer a personalized experience. By 2019, digital wallets accounted for 6% of POS transactions.

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The Pros and Cons of Standardized Testing in Higher Education

Comm100

According to FairTest’s website , there are currently 1,900 colleges in the US that offer test-optional or test-blind policies for students seeking to enroll in Fall 2024 or beyond. Accountability: They can serve as a check to ensure that high schools are teaching the fundamental skills and knowledge students will need in higher education.