CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

2022 52

2022 Consumers Insights Telecommunications 52

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships.

2022 70

2022 Article Customer Service Loyalty 70

TechSee

JUNE 8, 2022

Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven. My education in the Field Service industry began when I joined TechSee in 2021. Need To Automate. Right to Repair.

2022 109

2022 2021 Government Travel 109

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. 13 Powerful Retention Strategies That Keep Customers Coming Back by Hirsh Goswamy.

2022 64

2022 Article Loyalty Programs Customer Service 64

CustomerSuccessBox

AUGUST 25, 2022

So, how does one keep up with the SaaS trends? Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. However, with the onset of the COVID pandemic, various aspects of customer service and experience drastically changed. Customer Contact Week.

2022 52

2022 Events Customer Success 2023 52

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

2023 94

2023 Customer Experience Contact Center Financial 94

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

Contact Center 177

Contact Center Customer Care Measurement 2022 177

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 61

2022 Customer Service Omnichannel 2021 61

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. An updated loyalty program can help keep you connected to customers.

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts.

2022 67

2022 Article Customer Service Magazine 67

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift. These challenges will continue in the year to come.

Customer Service 98

Customer Service 2016 2022 Brands 98

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Digital Trends to Influence Better Customer Experiences by Dakota Murphey.

2022 64

2022 Article Customer Service Contact Center 64

West Monroe

JULY 5, 2023

Customer trust is a necessity no business can do without. Yet customers’ trust in an organization isn’t guaranteed. It can fluctuate from year to year, from industry to industry, or even from day to day—as you’ll read about below. How can companies today solidify their customers' trust in them?

Technology 52

Technology Airlines 2023 2022 52

Interactions

DECEMBER 2, 2021

The way customers interact with business has changed too, including those in the financial industry. The way customers interact with business has changed too, including those in the financial industry. This pattern of self service banking is one that seems set to stay. Speak like a human.

Banking 62

Banking 2022 Contact Center Financial 62

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving. Is it informative?

Multi-Channel 80

Multi-Channel Contact Center Customer Journey 2022 80

BirdEye

DECEMBER 21, 2022

Social media is an ever-changing landscape where trends rise and fall every day. If you aren’t keeping a close eye on the latest social media trends, you might be left guessing while your follower count decreases. To stay relevant on popular platforms, you need to know what’s trending and why, and how to use them to your advantage.

Social Media 97

Social Media 2023 2022 2026 97

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus. Employee Choice.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Agents are often the only human connection brands have with their customers and prospects.

Telecommunications 59

Telecommunications 2023 Insurance Healthcare 59

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Instead, leaders need to understand why demand is so high – by spotting their customers pain points so they can do something about them.

Article 62

Article 2023 Customer Service Magazine 62

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Information 59

Information 2022 Chief Customer Officer Social Media 59

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. It’s also a great way to build credibility with real customer insights. . In 2022, we published many valuable resources!

2022 52

2022 Blog Customer Service Contact Center 52

CSM Magazine

JANUARY 19, 2022

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? Shifting Customer Expectations – Top Customer Care Trends for 2022’ features insights from senior leaders from Nationwide, PVH Corp & Hootsuite! I hope you can join us!

Customer Care 52

Customer Care 2022 Webinar Hotels 52

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. The strategy set forth for 2022 needs to be tailored to keep up with customer expectations. 5 Tips to Meet & Exceed Customer Expectations.

Customer Expectations 52

Customer Expectations 2022 Effort Score Fashion 52

Totango

MAY 17, 2022

Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each.

B2B 79

B2B 2022 Sales Customer Relationship Management 79

Quadient

AUGUST 11, 2022

2022 Analyst Report Roundup: Data to Back Your CCM-CXM Budget. Thu, 08/11/2022 - 15:15. But while concerns of economic uncertainty remain top of mind, the market for customers’ time, attention, and spending is becoming fiercely competitive, making 2023 the right time to transform your customer communications.

2022 52

2022 Omnichannel Customer Journey Mapping 2023 52

BirdEye

SEPTEMBER 15, 2023

Sales professionals need insight, reports, and innovative ways to reach potential customers. With Artificial Intelligence, sales teams can change how they approach selling and significantly increase lead generation, lead conversion, and overall customer experience. Table of contents What is AI in sales? Why do we need AI in sales?

Sales 111

Sales 2023 Demo Social Media 111

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

2022 92

2022 Insights 2021 E Commerce 92

Education Services Group

DECEMBER 28, 2021

Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success. 10… Voice of the Customer (VoC) programs enhance CX.

2022 52

2022 Customer Success 2021 2020 52

Stella Connect

NOVEMBER 23, 2021

Throughout the past two years, the customer service team has grown in importance, with the C-suite recognizing just how integral customer service is to meeting shifting customer expectations, embracing the rapid pace of digital transformation, and, ultimately, achieving business success. .

2022 52

2022 Customer Service Net Promoter Score Effort Score 52

BirdEye

MARCH 24, 2023

The following are some of the business development basics and benefits for any company: Customer acquisition and expansion of markets A solid business development strategy is integral to the acquisition and nurturing of new customers. It guides your team with steps and techniques to generate high-value leads that convert to customers.

2023 98

2023 Return on Investment Social Media Sales 98

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

B2B 90

B2B Roadmap B2C Hotels 90

BirdEye

DECEMBER 8, 2022

Keep up with the latest trends 15 types of social media platforms you need to know 1. Customer review sites Frequently asked questions about types of social media Grow your brand everywhere online with Birdeye. If your products and services are geared toward an older audience, Instagram won’t be worth your time.

Social Media 98

Social Media Brands Entertainment Connections 98

SurveySensum

JULY 24, 2023

The retail world is changing at warp speed, and so are customers’ needs and expectations. Customers want to experience all the cool trends but also want their needs and expectations to be met. – By automating contact centers and warehouses, retailers are able to provide quicker and more efficient service to customers.

Retail 52

Retail 2023 Customer Experience E Commerce 52

BirdEye

APRIL 28, 2022

Due to the number of customers using Google to find the product they’re looking for and the seamless review process that follows, Google review trends are higher than anywhere else online. Here are a few of the most significant trends that you need to pay attention to. Average star ratings on Google by industry .

2022 52

2022 2021 Automotive 2020 52

Playvox

AUGUST 8, 2022

The trend persists. In February 2022, 4.4 economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare. But the trend also disproportionately impacted contact centers and customer support organizations.

Contact Center 78

Contact Center 2022 2021 Leadership 78

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. What was once an optional add-on service is now a staple of virtually every online purchase.

2022 52

2022 Healthcare Banking 2020 52