ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.

Customer Service 150

Customer Service Advertising Chatbots Self service 150

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. The post Unlocking Success in 2024 With These 6 Essential Learnings From 2023 appeared first on Beyond Philosophy.

Customer centricity 244

Customer centricity Morale Finance Education 244

ShepHyken

JANUARY 1, 2024

2024 Predictions: Better Customer Experience Is on the Way by Chris Wood (MarTech) Marketers will improve customer experience in 2024 so brands can remain competitive and demonstrate to customers that they matter. My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox.

Customer Service 145

Customer Service B2C Feedback Marketing 145

Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. Download the 2024 contact centre buyer’s guide : Download IAbout ‘ Connect.

Cloud contact 94

Cloud contact Contact Center Marketing Customer Experience 94

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

B2C 150

B2C Customer Service B2B Marketing 150

Cisco - Contact Center

DECEMBER 6, 2023

This is the season when marketers, just like everyone else, try to predict what lies ahead in the new year. Throughout 2023, Cisco Marketing has been looking at the latest trends and how they will… Read more on Cisco Blogs

Marketing 98

Marketing 98

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Security Matters Security is on everyone’s mind in 2024, as it should be. Talk about them in your consumer-facing marketing because customers care about security.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019. Campaign Manager in Americas Field Marketing.

Entertainment 101

Entertainment Marketing Best practices Technology 101

DMG Consulting

JANUARY 1, 2024

The 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report analyzes 5 leading and contending vendors who are positioned to deliver the WEM platform of the future: Calabrio, Five9, NICE, OnviSource, and Verint. It’s clear that organizations need WEM solutions now more than ever.”

Consulting 59

Consulting Consulting Enterprise Marketing 59

Outsource Consultants

JANUARY 3, 2024

Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. This outcome highlights the intricacies of economic forecasting and the ever-changing nature of global market conditions. The reason?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. They expect a different experience in the sales, marketing, and service they experience.

Customer Service 168

Customer Service Self service Personalization Marketing 168

Fonolo

DECEMBER 8, 2023

Our 2024 trends document covers it all. Here’s a snapshot of what you’ll find: 2024 Contact Center Trends Chatbots get a glow-up By now, most of us have had a run-in with the first generation of chatbots. In 2024, we think they will get a major glow-up as companies embrace a much more intelligent version of chatbots.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Not a Totango customer just yet?

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

Outsource Consultants

JANUARY 24, 2024

The global BPO industry underwent a major transformation in 2023, and 2024 promises to be just as dynamic. That’s why Outsource Consultants has put together a sneak peek into just some of the regional trends highlighted in our 2024 BPO Market Trends and Pricing eBook.

outsourcing 67

outsourcing Consulting Consulting Call Center 67

Zappix

MARCH 21, 2024

As we embark on the journey of 2024, let’s explore some key customer service trends shaping the industry. Hyper-Personalization Personalization has been a buzzword in customer service for some time now, but in 2024, it’s taking on a whole new level.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? My Comment: Influencer Marketing is part of the customer experience. My Comment: Influencer Marketing is part of the customer experience.

Government 196

Government Customer Service B2B B2C 196

DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. The Workforce Management for the Enterprise in the Digital Era report provides an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology, and innovation.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Helpware

DECEMBER 14, 2023

For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.

Marketing 90

Marketing outsourcing 90

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. The post HoduCC Named Category Leader in 2024 GetApp Awards appeared first on Hodusoft.

call center software 52

call center software Contact center software Customer centricity Call Center 52

ShepHyken

MARCH 31, 2024

For legacy industries, influencer marketing is key to evolving the customer journey by Greg Scavuzzo (Sprout Social) Influencer marketing has the power to reroute the customer journey in some of the most traditional spaces. My Comment: Influencer Marketing is part of the customer experience. Why stagnate when you can innovate?

Government 208

Government Customer Service B2B B2C 208

VirtualPBX

FEBRUARY 27, 2024

We are thrilled to announce that VirtualPBX has been honored with the prestigious 2024 Product of the Year Award for our outstanding business phone plans ! I am honored to recognize VirtualPBX with a 2024 Product of the Year Award for its commitment to excellence and innovation,” said Rich Tehrani, CEO, TMC.

Contact Center 59

Contact Center Customer Service Marketing Technology 59

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 48

Consulting Consulting Enterprise Marketing 48

VirtualPBX

FEBRUARY 27, 2024

We are thrilled to announce that VirtualPBX has been honored with the prestigious 2024 Product of the Year Award for our outstanding business phone plans ! I am honored to recognize VirtualPBX with a 2024 Product of the Year Award for its commitment to excellence and innovation,” said Rich Tehrani, CEO, TMC.

Contact Center 52

Contact Center Customer Service Marketing Technology 52

CSM Magazine

FEBRUARY 7, 2024

It is expected that 2024 will bring stability and gradual growth. Companies that fail to develop data-driven recruiting strategies in 2024 will face challenges in attracting top talent, while those that leverage analytics will have a competitive advantage. Job seekers and candidates will have increasing demands and expectations.

Analytics 52

Analytics Education Marketing Technology 52

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. BURLINGTON, MASS. ( To learn more about Zappix, go to [link] Contact Zappix, Inc.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

ChurnZero

JANUARY 4, 2024

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.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

DECEMBER 19, 2023

So what metrics are customer success teams tracking as we move into 2024? That churn rate replaced GRR as the second top metric is a reflection of the economic uncertainty the market experienced in 2023. Featured photo by eskay lim on Unsplash The post The top 9 customer success metrics for 2024 appeared first on ChurnZero.

Metrics 52

Metrics Finance Surveys Marketing 52

LiveVox

OCTOBER 31, 2023

Between the ongoing labor shortages, inflation, ongoing pandemic, and the volatility of the stock market, it is hard to predict what’s in store for 2023 retail. The post Retail Customer Experience Trends in 2024 appeared first on LiveVox. Customer service teams are primed to swoop in.

Customer Experience 52

Customer Experience Education Marketing Customer Service 52

Global Response

JANUARY 22, 2024

The global business process outsourcing market is worth more than $260 billion. Let’s dive into what the experts are saying to see where the outsourcing industry is headed in 2024. Businesses can use AI to forecast market trends, customer behavior, and operational challenges. Analysts predict it will double by 2032.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. What AI-enabled applications are already delivering quantifiable benefits in the market?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. As a result, they expect seamless omnichannel experiences. Ask for a Free demo!

Contact center software 52

Contact center software Contact Center CRM Analytics 52

CSM Magazine

SEPTEMBER 21, 2023

The time is flying too fast and if you are planning to launch your own project in 2024, it’s already a good moment to start considering different ideas. What are the most promising ideas in 2024? Moreover, according to recent data , an app can become a stable source of money for your company.

Gamification 59

Gamification Coaching Education Consulting 59