Food for thought: Three key trends in the digital customer journey

TELUS International



How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. Customer Service agent wages call center contact center contact center industry trends contact center technology customer service data security robotic process automation RPA

Guest Blog: Customer Service Trends for 2018


This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken.

Troublesome Trends & Predictions for 2018

Beyond Philosophy

From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. It is why I feel frustrated by these poor trends in my industry. The post Troublesome Trends & Predictions for 2018 appeared first on.

Exceptional Experiences for Employees and Customers

2019 Customer Experience Trends

The Center for Client Retention

Customer Experience trends are bigger and better for 2019. Keep your hands on the wheel and your eyes on the following trends. The traditional “free” customer loyalty program is here to stay but paid and VIP programs are trending at the top of the pack.

2018 Customer Experience Trends

The Center for Client Retention

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Players in many other industries are watching this trend, and will increasingly extend premium services to further expand market share.

3 Vital Trends For Your Mobile Experience

Beyond Philosophy

When it comes to mobile experience, there are three trends of which every organization should be aware. Trend #1: Efficiency. Trend #2: Accessibility. Trend #3: Security. The fact is that these trends in mobile UX are common sense.

Customer Experience Trends in 2019


Join us as we adjust your set and help you dial in your CX strategy with our annual report on key CX trends. We have done the channel surfing for you, and have found six important customer experience trends for you to monitor in 2019. Don’t miss out on these must read trends!

5 Important Trends That Impact Contact Centers Today and into the Future

Contact Center Pipeline

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. The first two trends have […].

The Top 3 Ways to Forecast for Your Contact Center

Apply trending data to compensate for known increases or decreases in contact. 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling.

Top 3 Trends in Contact Centers Today

Call Center Coach

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” The post Top 3 Trends in Contact Centers Today appeared first on Call Center Coach.

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. What are these 3 remarkable trends with so much power and clout? .

2019 Retail Trends

The Center for Client Retention

As my 2019 trends that follow demonstrate, the technology gold rush will go unabated but savvy retailers will never lose focus on people. To exploit the trend, make your customer’s experience a good one no matter where he shops you. Now that’s a trend you can bank on.

Sales 62

Ten Workplace Trends Shaping the Future

Integrity Solutions

And more 2019 workplace trends we’re watching. The post Ten Workplace Trends Shaping the Future appeared first on Integrity Solutions. The fight to keep top talent. Millennials in leadership roles. Addressing the skills gap. By Mike Esterday.

Sales 90

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

trends. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

Many brands have set a trend in terms of customer support and become the benchmark. The post CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support appeared first on ProProfs Learning.

Hot Trends Impacting Contact Centers: Artificial Intelligence

Contact Center Pipeline

We can’t publish a series on trends without including artificial intelligence (AI).

4 Technology Trends that Transform Contact Centers


The strategic use of this technology is also putting businesses far ahead … 4 Technology Trends that Transform Contact Centers Read More ». The post 4 Technology Trends that Transform Contact Centers appeared first on Ansafone Contact Centers. technology trends

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

By the end of this webinar, you will know: What is real and what is fiction in the latest trends in artificial intelligence.

2019 Contact Center Trends: Elevate Your Customer Experience

Bright Pattern

contact center trends

2018 Retail Trends-Free eBook!

The Center for Client Retention

TCFCR’s 2018 Retail Trends is now available as a FREE eBook, which can easily be downloaded onto your computer or favorite mobile device for easy browsing ability. Take a look at what trends we expect to see in 2018 by downloading our FREE eBook today!

7 Trends in Customer Service to Watch in 2019


Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. We hope you found these trends valuable!

6 Digital Experience Mission-Critical Trends


6 Digital Experience Mission-Critical Trends Lynn Hunsaker. Their expectations are propelling mission-critical trends defining organizations’ success. “We’ve Digital Experience Mission-Critical Trends.

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of

Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers.

Hot Trends Impacting Contact Centers: Employee Engagement

Contact Center Pipeline

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in this digital economy—and when it comes to customer expectations, the pace of change continues to accelerate and affect how businesses adapt and respond.

Standing on the shoulders of giants: Advice for conducting a successful digital transformation

TELUS International



Top 3 Customer Service Trends for 2019 [Infographic]

Provide Support

The new trends in customer service are emerging day by day and one cannot just overlook them. The post Top 3 Customer Service Trends for 2019 [Infographic] appeared first on Live Chat, Customer Service Blog | Provide Support.

3 Trends and Challenges for the CX Industry in 2019

Contact Center Pipeline

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

Customers now have raised expectations, and this trend will be accelerating in the future. A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations.

Tech Trends 2019


Take a look at the tech trends that will impact your business this year. The post Tech Trends 2019 appeared first on Concentrix. Thought Leadership Resources


Trends that Disrupted Customer Service in 2018


Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders.

Exciting New Trend: Companies Do Listen To You!

Beyond Philosophy

The post Exciting New Trend: Companies Do Listen To You! The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer.

Hybrid CX (Pt 2): Including The Human Element As You Go Digital

Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy

On the Horizon: Customer Service Trends in 2019 [Report]


On the Horizon: Customer Service Trends in 2019. AI Customer Experience Customer Service Social Media Technology chatbots customer service customer service innovation customer service predictions customer service trends 2019 customer-service-trendsWe open in the year 2019.

Trends in Healthcare… Some May Surprise You

Contact Center Pipeline

In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of the highest caliber. As evidenced by the conference, healthcare is among the fastest-growing contact center verticals in the market.

7 Top Trends from 2018 Smarter Services Symposium

Up Your Service

Here are some of 10 of the top trends we take away from this positive and powerful annual event. But the trend is unmistakable. Which of these trends do you recognize as affecting your business today?

Latest Trend That’s Killing Customer’s Trust

Beyond Philosophy

The post Latest Trend That’s Killing Customer’s Trust appeared first on. Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty. Yet it seems just the opposite.

Travel 273