ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better. Thank you, Replicant, for this honor!

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

TechSee

MAY 21, 2019

That’s why emotion analytics represents a ‘secret weapon’ for any business looking to get ahead by getting inside the heads of their customers. CAGR, and the size of the global market will reach $2,420 million by 2024, up from just $140 million in 2019. A smile is worth a thousand words…. Powering personalization.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

JivoChat

APRIL 13, 2021

While some fears of chatbots stealing jobs persist, the reality is that customers now prefer the convenience of support automation, and businesses are profiting in many ways. Chatbots will drive $142 billion in consumer spending by 2024 — a meteoric surge from $2.8 Advantages Of Automating Customer Service. billion in 2019.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40