Shep Hyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. .

Customer Service 57

Customer Service Sales CX Customer Experience 57

Inside Customer Service

JANUARY 19, 2023

Being friendly is a basic expectation in customer service. That's easy on some days. You're in a good mood. You enjoy helping people and things are going well. The products or services you support work well and customers are generally happy. Friendliness is more difficult on other days. You just don't feel friendly, warm, or upbeat. Customers are grumpy.

Customer Service 184

Customer Service 184

Callminer

JANUARY 9, 2023

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.

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Shaun Belding

JANUARY 17, 2023

The 2022 list of best customer service stories was a tough one. Not only were there a lot of stories to choose from, but a great many of them were stories of great kindness. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 264

Customer Service 264

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Adrian Swinscoe

JANUARY 20, 2023

For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related predictions for 2023 first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

JANUARY 31, 2023

The arrival of ChatGPT just eight weeks ago was a watershed moment. Suddenly it seemed that generative AI might transform industries from education to marketing. And Intercom’s area of focus – customer service – is among those most poised to benefit. However, getting from technological breakthrough to useful applications is far from straightforward.

AI 188

AI Start-ups Technology Technology 188

Inside Customer Service

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach. Unfriendly policies get in the way. Yet, unless you have a giant ego , you need to take some responsibility, too.

Customer Service 188

Customer Service Outlook Start-ups 188

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Customer Think

JANUARY 26, 2023

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

Contact Center 145

Contact Center CX Customer Service Customer Experience 145

Adrian Swinscoe

JANUARY 13, 2023

I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […]. The post Happy employees = happy customers. Achieve both with Punk CX. first appeared on Adrian Swinscoe.

CX 246

CX 246

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Intercom, Inc.

JANUARY 25, 2023

Every SaaS business faces the same challenge: how to get new customers to realize the value their product can deliver, as quickly as possible. With that in mind, simple, effective onboarding is a must-have within any product, and a crucial element of customer adoption and retention. But it can be surprisingly difficult to effectively communicate the steps your customers need to take.

Start-ups 129

Start-ups Engineering Customer Loyalty 129

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

NPS 147

NPS Touchpoint Construction Sentiment Analysis 147

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. On his blog, he writes excellent pieces about customer service, customer loyalty, internal service, customer relations and customer experience.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. By 2031, the savings could grow to $240 billion.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Customer Think

JANUARY 3, 2023

When mobile phones and computer-based communications first surprised people barely 50 years ago, it was only the beginning of a new transformation and the fourth revolution. The third was the realization of digitalization, which altered how the world is connected thanks to the internet, computers, and mobile phones. However, the fourth revolution, which transformed how […].

Technology 145

Technology Technology 145

Adrian Swinscoe

JANUARY 26, 2023

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing […] The post What the heck is Relative Attractiveness and why it matters? – Interview with Richard Hammond of Uncrowd first appeared on Adrian Swinscoe.

Innovation 190

Innovation 190

Intercom, Inc.

JANUARY 25, 2023

Product-led growth (PLG) has been embraced by SaaS companies of all sizes as a scalable approach to growing a business, but it is especially appealing in times of economic uncertainty and soaring acquisition costs like we’re experiencing today. After all, if you can leverage your product to drive your organization’s growth, there’s no need to rely on an army of marketing and salespeople.

B2B 118

B2B Customer Acquisition Start-ups Sales 118

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

Customer Experience 126

Customer Experience AI Outlook CX 126

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

Steven Van Belleghem

JANUARY 10, 2023

TikTok: What’s Next 2023 Trend Report. The TikTok What’s Next Report 2023 is designed to help marketers understand how consumers’ wants and needs will change in the upcoming year and what that will mean for their strategies, both on and off of TikTok. Its findings are consolidated into three major trend forces: Actionable Entertainment.

CX 134

CX Entertainment AI Engineering 134

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Customer Think

JANUARY 6, 2023

The metaverse concept has captured the imagination of futurists for decades. With the advancement of blockchain technology, developing a fully-realized metaverse is becoming increasingly possible. The merger of these technologies has the potential to significantly impact the future of customer experience (CX). They can transform how businesses interact with their customers, creating more personalized, immersive, […].

Customer Experience 144

Customer Experience Technology Technology CX 144

Adrian Swinscoe

JANUARY 17, 2023

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […]. The post Customer journey orchestration made easy – Interview with Mark Smith of CSG first appeared on Adrian Swinscoe.

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190

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Intercom, Inc.

JANUARY 24, 2023

At Intercom, we’ve reinvented different parts of our product many times over the years – most recently, our Messenger. This evolution always starts with one thing: a clear product vision. All products follow the same life cycle: development, growth, maturity, decline. An inevitable slide into decline sounds ominous. And, when products are in this phase, users can feel it: it’s the slow, clunky, dated experience you get when using previous-generation tech.

Start-ups 118

Start-ups ML Sales 118

Shep Hyken

JANUARY 4, 2023

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. 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. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Taylor Reach Group

JANUARY 6, 2023

By Colin Taylor. As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing with for the past two years was really a realignment.

Contact Center 117

Contact Center Healthcare AI Technology 117

Fonolo

JANUARY 12, 2023

Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

Customer Think

JANUARY 30, 2023

“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision.

Customer Experience 140

Customer Experience Customer Experience Management Customer Loyalty 140

Adrian Swinscoe

JANUARY 6, 2023

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […]. The post Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD.ID first appeared on Adrian Swinscoe.

CX 190

CX Customer Experience 190

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. In our latest webinar , we’ve shared a three-pronged approach to help you drive retention and reduce churn. It’s probably fair to say we’re all a bit obsessed with growth. We create our business strategies around driving growth, and look to growth as the key indicator of the health and viability of our companies.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

Customer Service 103

Customer Service Retail Education Sales 103

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

Compliance