Experience Matters

SEPTEMBER 29, 2016

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough.

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ShepHyken

DECEMBER 5, 2016

But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers. This article reminds us of that and shares some ideas to consider when delivering that “more personal” interaction that will help get the customer to come back again (and again).

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ShepHyken

NOVEMBER 28, 2016

TechZone360) AI is also transforming the way companies interact with customers. Recent research found that as of 2016, almost 90 per cent of companies believe they are competing mostly on customer experience, as opposed to only 36 per cent at the start of the decade. Follow on Twitter: @Hyken.

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2016 Article Customer Service Social Media 111

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

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Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

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Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support.

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ShepHyken

OCTOBER 24, 2016

AdWeek) We asked Rational Interaction to dig a little deeper for key, brand-specific revelations. The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty.

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Tricia Morris

JANUARY 4, 2016

Here’s Dutta’s guest post on this 2016 trend to watch: “I sincerely believe that leaders of organizations who are serious about service are going to start focusing on developing talent plans for service and support in 2016. Why Will This Have an Impact in 2016? “A What Can Organizations Do Today to Begin Improving Service? “In

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Tricia Morris

JUNE 17, 2016

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Of those online interactions, 28% now typically begin on a mobile device. Get the 2016 State of Global Customer Service Report.

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ShepHyken

SEPTEMBER 19, 2016

This is the text box that pops up on a website that allows you to interact with the company. You might even think you’re dealing with a person, but you’re actually interacting with a computer. The post 5 Top Customer Service Articles For the Week of September 19, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken .

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ShepHyken

JUNE 13, 2016

This excellent article is filled with ideas and tips to help any business understand how to use Twitter as a way to interact with customers for complaints, praise and any other customer comments. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. Follow on Twitter: @Hyken.

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ShepHyken

NOVEMBER 14, 2016

That said, my belief is that a typical, every day interaction is not always an opportunity to “wow.” The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. So, what to do? Just try and be a little above average – all of the time. That’s what the best companies do.

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ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. We bet you’ll notice how much smoother your customer service interactions go when you apply these words! Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. TeleTech) Memorable.

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ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. It’s defined by interactions between brand and customers. Their exposure to the world has been almost completely different to generations before them and, consequently, how they interact with people and deal with problems is different.

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Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

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Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. The State of Customer Success: 2016.

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OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

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2016 Innovation Return on Investment Airlines 98

ShepHyken

SEPTEMBER 26, 2016

Knowing the points and interactions in a typical customer’s journey allows you to capitalize on opportunities, eliminate and mitigate friction points and more. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. If they haven’t, it’s time to go to work.

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ShepHyken

OCTOBER 10, 2016

” The answer is simple: “The ones where your customers are (trying to) interact with you.” The post 5 Top Customer Service Articles For the Week of October 10, 2016 appeared first on Shep Hyken. I’ve been asked many times, “Which social channels should we monitor for customer service?”

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2016 Article Customer Service Airlines 127

OpinionLab

AUGUST 23, 2016

How else can you gain a deep understanding of how they interact with you and their expectations surrounding those interactions? The post Four key themes from eTail East 2016 appeared first on OpinionLab. Theme 3: Focus on what helps your customers, not what’s cool. Innovation is imperative in a hyper-competitive digital world.

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CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding. Customer Journey Designing.

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Talkdesk

SEPTEMBER 28, 2016

Brand Loyalty Starts with Brilliant Customer Interactions. The post Talkdesk at Dreamforce 2016 appeared first on Talkdesk. We’re thrilled to be hosting two speaking sessions this year at Dreamforce. Both sessions are guaranteed to be thought-provoking and educational. Tuesday, October 4, 2:00 p.m. – Partner Theater.

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Beyond Philosophy

FEBRUARY 14, 2020

One of the other ways social media changed our lives is in how we interact with brands. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. It describes how we interact with brands over several different channels in various ways, including social media.

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COPC

AUGUST 18, 2016

The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. The Alternative Channel Customer Journey section explores consumer experiences within Interactive, Social Media and Mobile Care channels — collectively known as “alternative channels.”.

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ShepHyken

JULY 11, 2016

Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can have on customers and the way they are made to feel in their daily interactions with organisations and their people. Follow on Twitter: @Hyken.

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2016 Article Customer Service Loyalty Programs 81

ShepHyken

AUGUST 8, 2016

Fonolo) Are voice interactions becoming a smaller part of the customer service picture? The post 5 Top Customer Service Articles For the Week of August 8, 2016 appeared first on Shep Hyken. There’s some great information here, and it’s a blast to read. May the NPS Force be with you! Follow on Twitter: @Hyken .

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CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. And how many other companies have you interacted with since then? CX Network recently published The Global State of Customer Experience 2016.

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NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.

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Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We are thrilled to announce the winners of Talkdesk’s 2016 Customer Awards. 2016 is the first year that we are handing out Talkdesk Customer Awards. Congratulations to the 2016 Winners of the Talkdesk Customer Awards! Winner: Rev.

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ShepHyken

JUNE 20, 2016

Information Age) AI is increasingly being used to complement customer-brand interactions – what steps companies can take to harness this disruptive technology? The post 5 Top Customer Service Articles For the Week of June 20, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” It is through “otherness” and service that we matter!

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Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies.

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Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies.

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Interaction 2016 Customer Experience Customers 40

ShepHyken

AUGUST 15, 2016

Will it ever replace human interactions? There always has to be a “fall back” plan that defaults to human interaction. The post 5 Top Customer Service Articles For the Week of August 15, 2016 appeared first on Shep Hyken. I don’t think so, at least not completely. Interesting read! Follow on Twitter: @Hyken .

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Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

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OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

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2016 Innovation Return on Investment Airlines 60

ShepHyken

JULY 25, 2016

Heerd) If you’re finding your interactions with customers over email tend to end negatively or that you’re always on the back foot, perhaps this list of the essential practices of email customer service can help! The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken.

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