customer-service-experience 
ShepHyken
JULY 29, 2020
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want to predict the experience I’m going to have with the people and places I do business with. If, for some reason, there is a problem, we want our customers to know they can always count on us to resolve it for them.
ShepHyken
JANUARY 4, 2023
And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.
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ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.
CCNG
JUNE 28, 2023
Customer Experience. Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails". Call it what it is, Customer Service.
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Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.
ShepHyken
JANUARY 31, 2023
Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. They are known for their first-class level of service. I returned calls and emails quickly.
ShepHyken
SEPTEMBER 13, 2023
Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Customer service is still as important as ever.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. Don't miss this exclusive event!
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.
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New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
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Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! JUST RELEASED!
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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Creating a seamless customer and employee experience requires a full suite of functionality.
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Trusted by over 750 customers in banking, healthcare, and commerce, the LinkLive Contact Center Platform empowers businesses to deliver trusted digital customer service experiences through a broad range of channels including voice, video, chat, secure email, and more.
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