Callminer
OCTOBER 10, 2023
From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.
Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.
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ShepHyken
JANUARY 3, 2024
I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.
ShepHyken
JANUARY 2, 2024
This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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.
ShepHyken
SEPTEMBER 22, 2023
This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.
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One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.
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Today’s consumers are shopping online more now than ever, but find the service experience inadequate. Report highlights include: Online shopping is the new normal – 68% of customers increased their online shopping during the pandemic and plan to continue this trend post-pandemic.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement. In this webinar, contact center expert Colin Taylor will discuss which trends will drive your organization into the future.
Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy
The trend in customer experience is taking a turn towards digital, but charging headlong down this path could potentially be a mistake. Tune in to ensure that you digitize the parts of the experience that can be digitized - and to identify the parts that need a human touch!
Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert
A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.
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Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting. It can be difficult to schedule the right amount of agents at the right time.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Throughout the course of the pandemic we have seen a dramatic shift in customer experience. More than ever, organizations are implementing digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. Customer preference and experience with AI.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. NPS and Loyalty are the new shiny. Companies are investing millions in improving CX.
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