Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction. Make it right the first time.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immerse technologies provide the ability to interact and communicate with the virtual environment. Get started now.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Immerse technologies provide the ability to interact and communicate with the virtual environment. Get started now.

2018 84

2018 Customer Service Multi-Channel Document 84

Oracle

JANUARY 25, 2018

In 2018, SMBs must improve their to ensure they are on the right road to success. A: It’s critical to converse and interact with your clients via social media. A: This is the perfect time of year to carve out some time to gain clarity of vision and focus for what you wish to create for 2018. Q: Fill in the blank.

2018 110

2018 Customer Experience Social Media Consulting 110

Oracle

SEPTEMBER 4, 2019

Omnichannel strategies are key to a connected customer experience. Companies are always looking for different ways to connect with consumers, and one way to do that is to be present in all the ways that customers are begging for them to show up. Connected data helps companies improve CX.

Connections 71

Connections Customer Experience B2C 2018 71

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Using each connection with customers for multiple purposes (without annoying anyone), speeds research and service at reduced cost. Customers do not rate customer support based solely on interactions with that company.

2018 111

2018 Omnichannel 2017 Technology 111

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Eighteen months ago, we weren’t seeing interactive devices in our homes that responded to our every request (i.e. New CX Predictions.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ShepHyken

MARCH 9, 2018

This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i]. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

2018 75

2018 Blog Customer Service 2017 75

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. April 8 – 11, 2018. April 10 – 12, 2018. Oracle Industry Connect. April 10 – 11, 2018. April 16 – 18, 2018. April 18, 2018. April 19, 2018. April 19 – 20, 2018.

Events 60

Events 2018 2019 Customer Experience 60

ShepHyken

NOVEMBER 12, 2018

And who better to tell you what your customers want than the people on the front line who interact with your customers every day. The author of this article shares four ideas to better connect your marketing efforts and CX efforts to your front line. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience.

2018 90

2018 Article Customer Service 2019 90

transcosmos Information Systems

MARCH 20, 2018

Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. Every time customers initiate an interaction with your business on digital channels – social, live chat systems, and company website – they’re leaving data that say a lot about their customer journey.

2018 76

2018 Customer Service E Commerce E-support 76

Avaya

FEBRUARY 13, 2019

But ultimately, we want customers to walk away elated from any interaction. But what actually makes a good customer interaction? We asked IT and business leaders in Nemertes’ 2018/19 Digital Customer Experience research study of 697 global organizations. Connect them quickly—and even better, to their preferred channel.

Interaction 45

Interaction B2B B2C Social Media 45

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. Building on this theme, Temkin Group has declared 2018 to be the Year of Humanity when it comes to customer experience. In fact, technology can help – in three main ways: 1.

2018 55

2018 Consumers Social Media 2017 55

CX University

JUNE 14, 2018

May 15, 2018. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution. You see, the game used to center on the enhancement of “customer touchpoints,” or specific interactions between customer and company. Have fun with our interactive learning tools! The CXU Brief.

2018 40

2018 Touchpoint Customer Journey 2016 40

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Only 8% of organizations say that they have all of their channels connected and, in fact, as many as 70% say that none or very few of their channels are connected, according to Dimension Data.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. We are constantly connected and rely on communications to interact with family and friends, to work, shop, scroll, stream and generally unwind.

Connections 49

Connections Customer Experience Social Media 2018 49

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Instead, loyalty must be earned with each and every interaction. Transformation.

Leadership 283

Leadership Culture Customer Centricity 2019 283

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. At that current rate, digital was expected to overtake voice in 2018. Wed, 02/07/2018 - 11:27. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

ShepHyken

APRIL 30, 2018

It’s still the number one way customers connect with the companies they do business with. They can be quicker and more convenient for a customer to interact with a company. But in spite of all the other ways customers connect, the phone is still king (at least according to the article)! Follow on Twitter: @Hyken.

Article 82

Article 2018 Net Promoter Score Customer Service 82

ShepHyken

AUGUST 20, 2018

Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. The post 5 Top Customer Service Articles for the Week of August 20, 2018 appeared first on Shep Hyken.

Article 69

Article 2018 Customer Service B2B 69

GetFeedback

SEPTEMBER 18, 2019

3: Customer service interactions drive more disloyalty than loyalty, in general. Which emphasizes the need for an effortless customer service interaction. . Is an effortless service interaction enough? For every type of engagement, CX professionals need to consider whether an easy interaction makes customers feel valued.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

2018 40

2018 Net Promoter Score NPS 2017 40

ReviewTrackers

APRIL 11, 2018

Here are some numbers to help you achieve a Big Picture view of social media marketing in 2018. Over 50 million SMBs use Facebook Pages to connect with their customers. percent per-follower interaction rate. Social Media Marketing Statistics. There are 3.03 Social Media Marketing Statistics: Facebook. Facebook users love videos.

Social Media 83

Social Media 2018 Marketing Retail 83

CSM Magazine

JANUARY 22, 2018

Building stronger customer experiences and unifying their digital and traditional channels will be a top priority for bankers in 2018, according to Computer Services, Inc.’s Banks utilizing these strategies will likely see the most growth throughout 2018.”. s annual Banking Priorities Executive Report.

Omnichannel 40

Omnichannel Banking 2018 Customer Experience 40

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond.

2018 49

2018 Retail Customer Experience 2017 49

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. Moreover, customer service interactions are nearly four times more likely to lead to disloyalty than loyalty. Recapping Day 3 of C3 2018 appeared first on Clarabridge.

2018 40

2018 Social Media Healthcare 2019 40

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Bold360

MARCH 9, 2017

Gartner predicts that by 2020, the customer will manage 85% of their relationship with enterprises without ever interacting with a human. Human-like Interactions for True Connection with your Customers Where They’re Comfortable.

Consumers 65

Consumers Connections Customer Service Touchpoint 65

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. View more details.

2018 40

2018 Customer Experience Hotels B2B 40

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. They shop online so they don’t have to interact with people.

Loyalty 140

Loyalty Books 2018 Customer Service Training 140

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Confirmit

OCTOBER 27, 2019

Companies with this siloed vision miss crucial interactions along the customer journey and may be unaware of unhappy customers. With so many interactions, channels, touchpoints, devices and stages in a customer lifecycle where do we begin to map out the entire customer journey? Be sure to listen to the full podcast.

Customer Journey 40

Customer Journey Customer Journey Mapping Connections Touchpoint 40

Avaya

AUGUST 28, 2018

And Avaya’s seamless connections and reliable communications in multiple venues delivered the ultimate team and fan experience. For this event, there were thousands of communication interactions, hundreds of people engaged in operations, and millions of TV viewers around the world. Not to mention the 1.5

2018 43

2018 Sports Events Contact Center 43

CX University

APRIL 12, 2018

March 15, 2018. CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. How to Let Customer-Centricity Take Over Every Layer of the Organization Read More … Have fun with our interactive learning tools!

2018 40

2018 2004 Workshop Travel 40

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Instead, loyalty must be earned with each and every interaction. Transformation.

Leadership 227

Leadership Culture Customer Centricity 2019 227

CX University

APRIL 15, 2018

April 15, 2018. Let’s make 2018 the year we follow the “rule of five.” CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. Read More… Have fun with our interactive learning tools! The CXU Brief.

2018 40

2018 2016 Workshop Books 40