CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. Changing Expectations. Digital First Mentality.

Contact Center 266

Contact Center CX Technology Technology 266

eglobalis

NOVEMBER 3, 2024

Cisco also exemplifies this approach, particularly in its B2B customer service for enterprise solutions. In my article “The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business” , I discussed how over-reliance on NPS can provide an incomplete view of the customer experience.

CX 442

CX B2B Innovation Sentiment Analysis 442

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. 65 retail customer experience statistics.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

SurveySensum

JANUARY 8, 2021

2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience.

Customer Experience 81

Customer Experience E-commerce Pharmaceutical Start-ups 81

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

CSAT.AI

MAY 5, 2022

These digital interface tools have become a familiar, sometimes funny, sometimes maddening part of online customer service. Even with the growth of AI there are many bad bots, but they do not have to crush good customer service. Applause Survey on AI and Customer Service Shows Higher Expectations but Lower Satisfaction.

Customer Service 88

Customer Service AI CX Customer Expectations 88

Zendesk

APRIL 19, 2021

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 96

Customer Service Social Media Omnichannel Technology 96

Aquire

OCTOBER 13, 2021

New customer service trends seem to emerge every year, especially since online experiences became so important to customers. Keeping up can feel like quite the challenge, but it’s essential for meeting customer expectations in the long term. 9 customer service trends. 9 customer service trends.

Customer Service 90

Customer Service Social Media Omnichannel Artificial Intelligence 90

Fonolo

JULY 16, 2014

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers really want?

Customer Service 67

Customer Service Customer Expectations Social Media Contact Center 67

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. What chat can do to enhance customer service and CX is amazing compared to just a few years ago. Free Download: Live Chat Benchmark Report 2020. Here’s the proof.

Social Media 54

Social Media Start-ups Customer Satisfaction Omnichannel 54

Fonolo

JANUARY 9, 2020

There’s simply no way that a contact center on physical premises can provide the kind of ‘always-on’, personal level of service that consumers are increasingly coming to expect. When customers get stuck waiting on hold, or frustrated by ineffective automated messages, it directly impacts your bottom line.

Contact Center 67

Contact Center Artificial Intelligence Omnichannel AI 67

Intercom, Inc.

MARCH 28, 2022

They predict that by 2023, 75% of organizations will have comprehensive DX implementation roadmaps, compared to only 27% in 2020. With a plethora of comparable options in the market, customers will take their business to the company that provides the best experience. “90%

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Qualtrics

JUNE 22, 2020

The nature of these expectations will dictate the form and even the wording of customer satisfaction survey questions. Let me repeat this: the nature of these expectations will dictate the form and even the wording of your satisfaction questions. Explicit Expectations. Static Performance Expectations.

Customer Expectations 59

Customer Expectations Customer Satisfaction Technology Technology 59

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. Lockdown has created a whole new level of customer expectation.

Contact Center 135

Contact Center CX Technology Technology 135

CSAT.AI

NOVEMBER 2, 2022

The Gallup employee engagement meta-analysis of 2020 showed companies with high employee engagement and quality EX had 21% higher profits than those with low EX. In The Salesforce State of Service Report 2022, 85% of decision makers felt EX and CX are directly linked. Then work to smooth those sections of customer service strategy.

CX 83

CX Customer Service Non-Profits Sentiment Analysis 83

Zendesk

AUGUST 10, 2021

More than 75 percent of the Forbes Cloud 100 use Zendesk for customer service and sales, suggesting that customer experience (CX) plays an important role in their rise to the top. Cloud companies know their software needs to be seamless, and they want their customer service to be seamless too.

CX 98

CX Omnichannel Customer Expectations Sales 98

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Uniphore

JUNE 10, 2021

63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Effective coaching not only keeps agents from walking out, it also makes them better customer service providers.

Contact Center 147

Contact Center AI NPS Technology 147

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. Changing Expectations. Digital First Mentality.

Contact Center 182

Contact Center CX Technology Technology 182

Logicalware

JANUARY 6, 2022

Total Experience: The technology trend set to shake up customer service in 2021. in October 2020, Gartner declared Total Experience (TX) one of the top strategic technology trends to watch in 2021. Agent wellbeing became a top priority for contact centres in 2021, following the long and difficult lockdowns of 2020.

Technology 98

Technology Technology Customer Expectations Customer Service 98

Allen Speaks

AUGUST 19, 2019

​My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1. Meet & Exceed Customer Expectations 2. Today's article focuses on Step ONE.

Customer Expectations 40

Customer Expectations Hospitality Hospitality Sales 40

Zendesk

JULY 30, 2021

Latin America’s Mercado Libre, an online marketplace, sold two times as many items per day in the second quarter of 2020 compared to the same time in 2019. But while shopping has moved largely online, many retailers are slower to adopt customer service channels that people can access from their smartphones.

Retail 98

Retail Omnichannel Sales Customer Service 98

Zendesk

APRIL 9, 2021

According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago. With CX mattering more than ever before, businesses need to learn how to meet heightened expectations and satisfy changing tastes. As the stakes rise, so do the challenges.

CXM 98

CXM CX Omnichannel Touchpoint 98

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! COVID Is No Longer an Excuse for Poor Customer Service. Pair that with the pandemic delays and poor customer service, and you have a recipe for impatient customers.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Make omnichannel customer support your bedrock.

Omnichannel 52

Omnichannel Social Media Customer Service Case Management 52

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! Make omnichannel customer support your bedrock .

Omnichannel 52

Omnichannel Social Media Case Management Customer Expectations 52

CSAT.AI

JANUARY 22, 2020

In customer experience (CX) we’re not talking about eliminating the past entirely, but using it to plan for a better future experience. The tools, techniques are evolving and so are customer expectations. Of the current year she says: “2020 is an exciting year for customer experience.

CX 52

CX Customer Service Customer Journey Map Sentiment Analysis 52

CommBox

AUGUST 4, 2021

In recent years, technological developments have increased consumer’s use of digital devices such as smartphones, tablets, and laptops, which caused a shift in consumer habits and created new standards for customer communication. For example, 90% of consumers nowadays, expect companies to have an online portal for customer service.

Artificial Intelligence 98

Artificial Intelligence Omnichannel Finance Compliance 98

Uniphore

JANUARY 25, 2022

As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows. Post-2020 could easily be called the start of the Zoom Era. Expect those numbers to grow as the technology matures and video becomes a more prevalent – and even preferred – CX channel.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. Increased customer satisfaction.

Omnichannel 52

Omnichannel Social Media Touchpoint CRM 52

Zendesk

AUGUST 11, 2021

The way customers expect to interact with businesses has changed. Service has moved from customers calling at the first sign of trouble to wanting to communicate with businesses on more convenient digital channels they’re already using in their personal lives—email, live chat, and messaging apps like WhatsApp and Facebook Messenger.

Customer Service 64

Customer Service E-commerce Social Media AI 64

Fonolo

OCTOBER 15, 2020

Think your customers will wait around for your outdated website or app to load? Your millennials and Gen Z customers are known for their high expectations when it comes to technology. Business growth in 2020 is driven by reducing friction in the customer experience and creating a journey that works smoothly and seamlessly.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Callminer

AUGUST 6, 2019

Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media.

Contact Center 140

Contact Center VOC Social Media AI 140

Aquire

NOVEMBER 17, 2021

What’s changed in financial customer experience? Fidelity National Information Services reported an 85 percent increase in mobile banking traffic in April 2020 — and a 200 percent increase in new mobile banking registrations. Customer expectations and behaviors. Call center volume jumped 800 percent in early 2020.

Customer Experience 102

Customer Experience Finance CX Government 102