Kerry Bodine

JANUARY 27, 2021

We must believe that we’ll make things better for customers, employees, and our organizations — otherwise, why would we attempt CX work at all? The result is The 2021 CX Outlook , and it offers a view into the state of customer experience during this time of unprecedented change. Yup, I said it. Unprecedented change.

Outlook 127

Outlook CX Customer Experience 127

Heart of the Customer

DECEMBER 21, 2020

The post 2021: The Year of CX Data appeared first on Heart of the Customer. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […].

CX 132

CX NPS Customer Experience 132

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? and the 7 Surprising CX Insights They Reveal. There’s a Better Way to Develop High-Performing Contact Center Agents In 2021.

Contact Center 204

Contact Center Social Media NPS AI 204

Uniphore

NOVEMBER 11, 2021

In this webinar, Vijai Shankar, Vice President, Uniphore, discusses the importance of creating an AI backbone that leverages data from multiple sources to drive next-level CX. The post CX in 2021 & Beyond: Delivering Next-Gen Customer Experiences at Scale appeared first on Uniphore. You can unsubscribe anytime.

CX 147

CX Customer Experience AI Innovation 147

Customer Think

OCTOBER 10, 2021

Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top customer experience d.

CX 119

CX Customer Experience 119

ECXO

APRIL 28, 2021

Taking Your CX Programme to the next level of Maturity Register in advance for this webinar. In that role, she led the efforts in building out the customer experience strategy and program as well as developing the roadmap for driving CX improvements in CX disciplines and leading major transformational efforts. With Tabitha Dunn.

Healthcare 296

Healthcare CX Sales Customer Experience 296

Fonolo

DECEMBER 3, 2020

Over the past few years, CX has become more than just a hot topic. 3 Crucial Contact Center Trends in 2021. When designing a superior CX strategy for your business, it’s not just about how you can serve your customer. The post 5 Ways to Remove Friction in Your Customer Support Channels in 2021 first appeared on Fonolo.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Watch the full video on YouTube ?.

Contact Center 142

Contact Center Customer Experience AI Hospitality 142

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. 4 Ways to be a CX Change Agent at Your Organization.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Beyond Philosophy

JANUARY 29, 2021

What to Do with This Information in 2021. To summarize, here is the one thing to improve your Customer Experience in 2021: Stop looking for the silver bullet. The post The One Thing to Improve Your Customer Experience in 2021 appeared first on CX Consulting. There isn’t one.

Customer Experience 158

Customer Experience Engineering Start-ups Customer Survey 158

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. 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. What is CX?

CXM 98

CXM CX Omnichannel Touchpoint 98

Shep Hyken

JUNE 28, 2021

Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. Here is a list of twelve CX conversation-starters to get your team talking.

Customer Service 129

Customer Service Government CX Start-ups 129

Shep Hyken

AUGUST 9, 2021

If you want to create a better CX, eliminate the friction. That said, there are some insights into the importance of managing CX. Customer Service Benchmark Report – 2021 by Hiver. The post 5 Top Customer Service Articles of the Week 8-9-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Shep Hyken

JULY 19, 2021

To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. eWeek) Whether it’s an e-commerce giant like Amazon or a local shoe repair shop, great customer experience (CX) is a key factor that differentiates a business from its competitors. CRM Buyer) Despite U.S. Follow on Twitter: @Hyken.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Shep Hyken

SEPTEMBER 6, 2021

This is the kind of thing that creates CX legends. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq. (No State of the In-Store Experience [2021] by Bobby Marhamat. You’ll smile. Follow on Twitter: @Hyken.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Define your brand purpose before you embed it into your CX and EX Why does your business exist?

B2B 367

B2B Innovation CX Government 367

Shep Hyken

JULY 5, 2021

This article focuses on how the EX impacts the CX. LUMOA) Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. The post 5 Top Customer Service Articles of the Week 7-5-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Logicalware

JANUARY 6, 2022

As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. Total Experience: The technology trend set to shake up customer service in 2021. So what is it and why was it especially important for contact centres in 2021?

Technology 98

Technology Technology Customer Expectations Customer Service 98

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. Customer Experience Leaders Share Their Industry Trend Predictions for 2021. 5 Ways to Remove Friction in Your Customer Support Channels in 2021.

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Uniphore

JANUARY 21, 2022

In other words, better CX can improve patient retention. For healthcare CX providers considering implementing conversational automation, prioritizing your goals and use cases is an essential first step. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more? Download the Article.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Astute

FEBRUARY 3, 2021

CX can impact your bottom line in several ways. Here's a look at some of the statistics and research to know to guide your efforts in 2021. The post Top 40 Customer Experience Statistics To Know in 2021 appeared first on Astute.

Customer Experience 98

Customer Experience CX 98

Shep Hyken

OCTOBER 25, 2021

What Kind of CX Do Customers Really Want? The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure. The post 5 Top Customer Service Articles of the Week 10-25-2021 appeared first on Shep Hyken. Here are my top five picks from last week. by Eric Krapf. (No

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). Let’s look at five such healthy customer experiences in 2021. . Safety is the first thing customers look for in 2021. Self Service Solutions.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Shep Hyken

SEPTEMBER 13, 2021

They claim they aren’t the same as B2C, so many of the ideas about customer service and CX don’t apply. The post 5 Top Customer Service Articles of the Week 9-13-2021 appeared first on Shep Hyken. My Comment: I hear it over and over again from B2B leadership. You’re not just selling to a company. Follow on Twitter: @Hyken.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Gainsight

JANUARY 4, 2021

Strategizing Customer Success Spend for 2021: 5 Takeaways From Our Survey On Customer Success Budgeting. Great CX Starts With a Multi-Channel Approach to Customer Success. 3 Common Customer Experience Mistakes and How CX Center Can Solve Them. Launching Customer Success. How To Do a Quick Customer Success Platform Launch.

Sales 111

Sales NPS Customer Relationship Start-ups 111

Shep Hyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp. Out of 1,000 consumers, 65% said, “Yes.” Pun intended!)

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Intercom, Inc.

FEBRUARY 25, 2021

Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. Empathizing with customers with Annette Franz , on Engati CX.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Customer Think

OCTOBER 14, 2021

For starters, CX design is not yet popular enough to be part of school curricula. Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. Many industries do not even ha.

Customer Experience 134

Customer Experience CX 134

Intercom, Inc.

DECEMBER 22, 2020

We broke down the key customer support trends you need to know for 2021. CEO of Officium Labs and co-founder of CX Accelerator Nate Brown on why proactive CX is the next competitive battleground, plus the 4 tenets of a great customer experience. What’s coming in 2021?

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Fonolo

FEBRUARY 2, 2021

3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. There have already been rapid innovations in call center tech , which will become mainstream in 2021. 3 Crucial CX Trends You Need to Know for 2021. Driving the Major Contact Center Technology Trends 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Execs In The Know

MAY 18, 2021

Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. The Importance of Research to the Modern CX Executive . John Riordan, Shopify.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. 3 AI and Robotics Will Not Save Your CX AI and automation are often prescribed as key ingredients in today’s recipe for digital transformation.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. Copyright 2021.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. To find out more about this fascinating subject and how to revolutionize your CX join Julia Lee and I on a webinar sponsored by Airkit on January 21st. Register here.

CX 99

CX Government Start-ups Customer Experience 99