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JANUARY 18, 2023
Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect. Coming off a challenging year, there are major headwinds to contend with as 2023 begins, according to a new Forrester report, “Predictions 2023: Customer Experience.”.
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.
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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.
Intercom, Inc.
JANUARY 18, 2023
Education is not exactly what we would call a tech-driven industry. Despite the influx of new technology and devices making their way into classrooms each year – (permitted or not!) – plenty of teachers and parents remained skeptical about the role technology could play. Enter 2020. The COVID-19 pandemic brought about a seismic shift in education, and all over the world, schools and universities were forced to move their classes online to keep students and faculty safe while making sure educatio
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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.
Callminer
JANUARY 18, 2023
As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Retently
JANUARY 19, 2023
Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. They don’t have to worry about going bust because what they sell is what the market needs.
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%.
Callminer
JANUARY 16, 2023
Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn.
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.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Customer Think
JANUARY 20, 2023
Let’s start 2023 with a retail homework assignment. List the top three reasons your customers are loyal to you. Convenience doesn’t count. I’ll wait. Here’s the point: Retailers and brands tend to confuse customer habits with customer loyalty.
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.
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.
Doing CX Right
JANUARY 14, 2023
Rising to the top is not easy, yet achievable, as Jennifer Coolidge's "White Lotus" actress reveals. Apply my five tips on your journey to success, as everything is possible with the right mindset and supporters. The post Journey to Success: Lessons From Jennifer Coolidge’s Golden Globe Acceptance Speech appeared first on Doing CX Right.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Think
JANUARY 20, 2023
Consumer relationships drive modern business. Spending the extra effort to develop relationships with your clients can lead to long-term success. Your customer relationship makes consumers feel secure with their buying decision. You build trust and enable two-way communication. This leads to referrals and repeat purchases, further strengthening your business model.
CX Network
JANUARY 17, 2023
Uncover the biggest CX trends that will shape the progression of artificial intelligence in the customer service space.
Intercom, Inc.
JANUARY 17, 2023
Designing a product is a balancing act. . At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs. Some customers want a simple, out-of-the-box solution, but others need customizability – that’s where flexibility comes in. . “Opinionated by default and flexible under the hood means our solutions are easy to use out of the box, but can be customized to suit specific needs”.
Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.
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 Think
JANUARY 20, 2023
By Francis Buttle[1], Julie Jones[2], Merlin Stone[3] Customer relationship management (CRM) has been around for over thirty years, but there’s still widespread misunderstanding about what it is.
CSAT.AI
JANUARY 18, 2023
Eliminating any human customer service support, like Frontier Airlines has done, is a bold choice. Not all businesses have the same budgets, needs, brand or CX goals, it’s true. Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? This article looks at some of the challenges, how digital solutions can help and how the human touch still has a place in customer experience.
Heart of the Customer
JANUARY 18, 2023
I love the book Moneyball. I’m not particularly a baseball fan, but I love the lessons on how a counterintuitive approach can create disproportionate outcomes. I recently listened to the Freakonomics podcast “Did Michael Lewis Just Get Lucky with Moneyball?” and it reminded me of the lessons that Moneyball offers for us in CX. If […]. The post CX Lessons From Moneyball appeared first on Heart of the Customer.
Lumoa
JANUARY 17, 2023
Lumoa’s biggest features for 2022 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps!
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Customer Think
JANUARY 16, 2023
Email marketing is one of the most effective, low-cost marketing methods around. One study by Litmus found that every dollar spent on email generates $36 in return. Email marketing can scale up or down with little effort and doesn’t take much more than researching prospects to pull together an initial list. It’s also a simple […].
Shep Hyken
JANUARY 16, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Tomas M. Hult and Forrest Morgeson. (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades.
Doing CX Right
JANUARY 19, 2023
As companies are downsizing, the gig economy offers value for companies and individuals Learn about workforce trends and how you can benefit. The post The Gig Economy: A Win-Win for Businesses and Distributed Workforce appeared first on Doing CX Right.
ClientSuccess
JANUARY 16, 2023
Listening Vectors by Vecteezy. Providing exceptional customer success begins with listening to your customers. It’s essential to create an environment of trust and open communication, where customers feel heard, valued, and appreciated. As a customer service leader, it’s up to you to ensure that their valuable feedback is not only collected but acted upon.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Customer Think
JANUARY 20, 2023
Marketing success in 2023 and beyond will depend on marketers' ability to leverage the capabilities of technology and data science and to effectively apply the principles of behavioral science that describe how people make decisions. These two disti.
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. .
Doing CX Right
JANUARY 15, 2023
Brian Elliott, SVP at Slack and Executive Leader of Future Forum, and Stacy Sherman talk about the future of work and tactics to stay ahead of the curve. Learn about scheduled flexibility & how to retain a customer-centric distributed team. The post The Future of Work and Scheduled Flexibility appeared first on Doing CX Right.
MyCustomer Experience
JANUARY 20, 2023
Have you tried having a conversation with the ChatGPT bot created by OpenAI? Click the link and try it now. You need to register an.
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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.
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