ECXO

NOVEMBER 19, 2024

Encourage your team to adopt a growth mindset , embrace new technologies, and be open to experimentation. Whether it’s using AI to streamline customer support or adopting new channels to engage with customers, staying innovative ensures you can adapt to ever-changing customer expectations.

CX 296

CX Customer Experience Social Media Touchpoint 296

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? In this blog, you can explore everything related to omnichannel contact center software starting from what it is?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Hodusoft

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . It’s simple; all they need is an ‘omnichannel approach’ in their Customer service journey!

Omnichannel 98

Omnichannel Customer Service Contact Center Touchpoint 98

Hodusoft

MARCH 24, 2022

The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. An omnichannel solution for contact centers is the perfect solution to meet these requirements. What Drives the Need for Omnichannel?

Contact Center 105

Contact Center Omnichannel Customer Service Customer Expectations 105

eglobalis

SEPTEMBER 16, 2024

Leverage Digital Tools Digital transformation is crucial for delivering exceptional B2B customer experiences. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points.

B2B 329

B2B Customer Experience Touchpoint B2C 329

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? They are highly sophisticated organizations that offer a wide array of services to other businesses. The services range from customer service, legal support, data entry, marketing, and more. Omnichannel is no longer a ‘nice-to-have.’

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Cloud technology.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Aquire

JULY 29, 2021

Creating an omnichannel customer experience benefits businesses. Customers who engage through multiple channels with a business reportedly spend more. . Let’s take a look at what goes into creating an omnichannel customer experience and how it can help you boost sales and increase customer retention. .

Omnichannel 105

Omnichannel Customer Experience Social Media Retail 105

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

ECXO

OCTOBER 7, 2024

You are tasked with reinventing the customer journey, merging technology and human touch to craft seamless, personalized experiences. By analyzing data patterns, CX leaders can make informed decisions that enhance customer interactions. Continuous Improvement: The landscape of customer expectations is ever-evolving.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

Hodusoft

APRIL 27, 2022

Omnichannel Contact Center: A Beginner’s Guide to Scale Up. Providing the best customer service is one of the most important pillars of any businesses’ success. Today the concept of the omnichannel contact center has transformed the scenario. It is a forerunner to the omnichannel approach.

Contact Center 105

Contact Center Omnichannel Social Media CXM 105

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. 7 steps to create an omnichannel contact center.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. Modern consumers are technologically inclined and driven by efficiency. Customer care executives should be able to give them the service they anticipate. What is an Omnichannel Contact Center? Omnichannel vs Multichannel Contact Centers.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

Fonolo

JUNE 3, 2021

as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. Are You Losing Customers to Hold Time? If you’re in the market for call-back technology, cloud-based call-backs are your best bet. Call-back technology is totally secure.

Technology 136

Technology Technology Contact Center Customer Satisfaction 136

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. This year is no different.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Maintain unified messaging and service standards across channels.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Aquire

JANUARY 18, 2022

Omnichannel trends provide a window into the future. So, if you want to provide the kind of seamless customer experience across all your sales channels that modern consumers now expect — here are six key omnichannel trends to keep your eye on. One of the fastest emerging technologies for virtual shopping is video chat.

Omnichannel 98

Omnichannel Social Media Retail Sales 98

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. Only a third of companies are omnichannel.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Aquire

MAY 21, 2021

Now though, thanks to technological advances and the wealth of information available at our fingertips, it’s started to become much easier. These days, customers enter dealerships armed to the teeth with information. A new omnichannel automotive consumer emerges. The answer lies within omnichannel experiences.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Aquire

OCTOBER 5, 2021

Digital customer service is the present and future for many companies — even traditional brick and mortar businesses have started servicing customers online. Customers use multiple channels (more and more as time passes) and go through complex digital buying journeys. What is digital customer service?

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

TeamSupport

APRIL 15, 2021

Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Marketing and Technology. Enhanced Customer Support.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 93

Customer Service Social Media Omnichannel AI 93

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

NOVEMBER 28, 2022

Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. Read on for the top five higher education customer service trends you’ll want to keep on top of. Automation takes off.

Education 98

Education Customer Service Omnichannel Social Media 98

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. New technologies are flooding the market with an intent to help the call center and contact center industry address its myriad challenges. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI.

Contact Center 98

Contact Center Technology Technology Social Media 98

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. Only 10% of customers say that most brands are meeting their expectations for a “good experience”. However, 82% of marketers believe that they are meeting customer expectations. Personalization.

Customer Service 97

Customer Service Omnichannel Social Media Customer Expectations 97

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Innovation 97

Innovation Customer Service Omnichannel Social Media 97

DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Self-service solutions were the third-highest investment area for 2025, selected by 36.0%

Contact Center 77

Contact Center AI CX Artificial Intelligence 77

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Personalized support through omnichannel expands.

Customer Service 98

Customer Service Omnichannel CRM Contact Center 98

CommBox

MARCH 2, 2022

As a business owner, you must provide excellent customer service. By helping customers out in any way you can, you help improve relationships with existing customers who, in turn, will swear their loyalty to your brand. But customer service isn’t just about answering questions from emails and phone calls.

Customer Service 98

Customer Service Social Listening Omnichannel Customer Journey Map 98

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 98

Customer Service Social Media Omnichannel Technology 98

Aquire

MAY 24, 2021

At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience.

Customer Service 105

Customer Service Social Media Net Promoter Score Transportation 105

Execs In The Know

NOVEMBER 3, 2024

As we gear up for another exciting holiday season at Michael Kors, I wanted to share our comprehensive strategy for delivering exceptional customer service during our busiest time of the year. I’m particularly excited about our AI agent-assist technology, which we launched in June.

E-commerce 105

E-commerce Customer Service Transportation Omnichannel 105