Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

2020 105

2020 E Commerce 2021 Consumers 105

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Ecrion

AUGUST 20, 2020

It’s (Still) All About CX | 4. When it comes to trends that will take over in 2020, it’s all about enhancing the digital customer experience, but CX in the digital era is something that is continuously evolving. When you enhance CX and DX, it’s going to improve your business income. Bots in DX | 2.

2020 98

2020 Customer Experience Customers Transportation 98

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Similarly, instead of just focusing on the customer’s interactions with support, CX covers how they interact with marketing, sales, and any other customer-facing aspects of your company.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

Upstream Works

JANUARY 9, 2020

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

Contact Center 78

Contact Center Omnichannel 2020 Communication 78

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Gartner found that over 80% of organizations expected to compete mainly based on CX in 2019.

B2B 199

B2B 2019 Insights Metrics 199

Kustomer

FEBRUARY 17, 2021

In today’s economy, external pressures demand that customer experience departments service more customers and solve more problems than ever before. CX teams often spend immense amounts of time sorting through tickets and routing them to the correct agent, or hunting for information in disparate systems. Request a demo here.

Average Handle Time 91

Average Handle Time Demo 2020 Measurement 91

SurveyGizmo

JANUARY 3, 2023

New collaboration opportunities across departments will help improve CX in 2023. 2022 was a difficult year for customer experience (CX). Forrester reports that “US companies have lost the vital focus on customers that they gained at the beginning of the pandemic in 2020.” But there is little need for CX doom and gloom.

2023 52

2023 2022 NPS 2021 52

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While agent expectations have increased dramatically, the state of agent enablement still looks much like it did before 2020. Even more impressive are the solution’s impact on CX and EX. The New Normal.

Contact Center 98

Contact Center Call Center Social Media Multi-Channel 98

Oracle

DECEMBER 17, 2019

In 2020, customer experience leaders find themselves at a performance crossroad. While endeavoring to deliver the promise of enhanced value, differentiation, and CX as a driver of sustainable growth they are besieged by CX management challenges that continue to stifle excellence. Tip #1: Define organizational purpose.

2020 52

2020 Leadership Customer Centricity Customer Journey Mapping 52

CSM Magazine

MAY 3, 2023

Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. The 2023 CX Agents report is available to download here. The 2023 CX Agents report is available to download here. In 2020, remote work accelerated.

2023 52

2023 Contact Center Telecommunications Insurance 52

Think Customers

JUNE 9, 2021

More changes are ahead as consumers emerge, ready to spend with high CX expectations. Retailers, however, have a thin margin of error as they recover from 2020. Do you think retailers will be able to maintain the agility that they demonstrated in 2020? That’s a very pragmatic solution to a very today problem.

Retail 103

Retail Customer Experience 2020 Consumers 103

Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. Practically overnight CX organizations were forced to work entirely remotely.

2020 116

2020 Average Handle Time 2021 Consumers 116

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change. How can this be fixed?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Daniel Group

JULY 27, 2023

Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. First, there was strong buy-in from the dealer network to improve CX. Better CX (higher NPS score) results in fewer issues, something assumed to be true. How do we know this? Some food for thought!

NPS 52

NPS Net Promoter Score Customer Experience 2005 52

Daniel Group

JULY 27, 2023

Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. First, there was strong buy-in from the dealer network to improve CX. Better CX (higher NPS score) results in fewer issues, something assumed to be true. How do we know this? Some food for thought!

NPS 52

NPS Net Promoter Score 2005 2007 52

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Jignesh Thakkar (@socialjignesh) September 22, 2020. . Himanshu Rauthan | #StayAtHome | #INBOUND2020 (@himanshurauthan) September 22, 2020. . Alexis Rogers (@alexismrogers) September 22, 2020.

2020 59

2020 Customer Success Metrics Customers 59

Oracle

DECEMBER 21, 2020

Thank you to all of the 2020 Markies winners, finalists, and submissions. Over the past 16 weeks, you ‘ve had the chance to learn more about the categories, finalists, and winners of the 2020 Markie Awards in our Markies Monday blog series. The Thinker Award for Best Innovation in CX (Marketing). What actions did you take?

2020 76

2020 ROI 2021 2007 76

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. We discussed this problem in a recent podcast. In other words, customers might say that something is a problem, but it does not necessarily mean that it is. It is a bold prediction, and I agree with it.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Calabrio

DECEMBER 8, 2020

Why is it such a problem for contact centers? When information from various legacy systems doesn’t match up—which it won’t—users stop trusting the data and eventually stop looking at the inaccurate operational reports intended to help them deliver a superior customer experience (CX). Here’s what he said. Consumer behavior has changed.

Contact Center 105

Contact Center Multi-Channel 2020 NPS 105

Confirmit

JANUARY 21, 2020

The annual Customer Experience Predictions report helps CX practitioners plan ahead as they position their businesses to exceed the ever-changing expectations of their customers. In 2020, what do CX practitioners need to change to stop their customers jumping ship? Good CX takes investment but how do you get it?

2020 52

2020 Customer Experience ROI 2019 52

Ecrion

MAY 19, 2020

The recent Adobe 2020 Digital Marketing Trends Report has revealed that the #1 most exciting opportunity for companies this year is customer experience. To leverage this feedback, the next step is to create action plans around common problem areas. Automation holds the key to solving some of the typical customer experience issues.

2020 110

2020 Customer Experience Social Media Omnichannel 110

Interactions

JUNE 17, 2021

Forbes published 11 CX related Predictions for 2021 late last year. We saw a fast reaction from brands in 2020 as they realized that they urgently needed to digitize their customer touchpoints. This could be the new nirvana for CX. Empathy is a new buzzword in the CX arena, and rightfully so.

2021 62

2021 Contact Center 2020 Touchpoint 62

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. Before we look at the ways to shift from CS to CX, let’s clarify what distinguishes the two. CX is an immersive experience with the business as a whole, while CS is often limited to a given exchange of information.

E-support 105

E-support E Commerce Retail Customer Retention 105

Innovative CX

MARCH 24, 2023

In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Customer service is not the problem. Admit there are problems. No consultants.

Customer Service 52

Customer Service Webinar 2020 Roadmap 52

Kustomer

AUGUST 5, 2021

Being the ol’ reliable of CX, phone and email are the foundation for social media takeover. This is why we still need human agents in CX – because humans are simply better at providing service and solving problems than chatbots. Data – It’s Never Too Late to Start. Thinking of Going Digital?

Customer Experience 105

Customer Experience 2021 Contact Center 2020 105

CSM Magazine

APRIL 22, 2021

2020 was a year that saw plenty of new technologies and customer journeys entering the mainstream as businesses got creative in order to continue catering to customers that couldn’t interact with them in a traditional, face-to-face manner. Like omnichannel customer journeys, chat apps have been around for a number of years.

Multi-Channel 90

Multi-Channel User Experience Omnichannel 2020 90

Kustomer

DECEMBER 20, 2019

It’s predicted that the use of AI in customer service will increase by 143% by late 2020, so many organizations have spent this year implementing initial automation and preparing their organizations for change. AI, ML and automation can enable customer service teams to work more efficiently and focus on the customers who need the most help.

2019 93

2019 E-support Omnichannel Events 93

Team Support

OCTOBER 5, 2020

This year’s theme is particularly significant, Ignite a CX Celebration ! 2020 has been like no other with the impact of the COVID-19 pandemic touching every area of our lives, from work to home to school to church. They collaborate with each other and with other departments to solve problems.

Customer Service 101

Customer Service B2C Social Media B2B 101

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned. Here are three predictions for 2021: 1.

2021 72

2021 2020 E Commerce E-support 72

Retently

AUGUST 3, 2023

That’s because the price margins between competitive brands have narrowed , services have become standardized and migration costs have been minimized, leaving out just one key differentiator – customer experience (CX). For instance, a call to an Amazon executive to get your problem solved is customer service. Sales is sanity.”

Customer Experience 148

Customer Experience Net Promoter Score Social Media Reference 148

Kustomer

NOVEMBER 12, 2021

On November 10th and 11th, CX leaders gathered virtually for another edition of our annual conference: Kustomer NOW. The two-day event was loaded with insights from CX influencers and leaders from the world’s most future-focused brands including Spanx, Delivery.com, Rappi, Ring and more. So what do I mean by that?

2021 98

2021 Omnichannel E-support 2020 98

Kustomer

JUNE 7, 2023

Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates. Download our CX trends ebook today and unpack the tips and tricks that can transform your organization. What Did We Know?

Customer Experience 84

Customer Experience E Commerce E-support 2022 84

Kustomer

FEBRUARY 25, 2020

According to a 2016 study by Forrester, superior CX drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. By ignoring CX, brands are missing out on market share and revenue. This creates three main problems: 1.

Customer Experience 59

Customer Experience Omnichannel 2002 Customer Centricity 59

CustomerSuccessBox

SEPTEMBER 7, 2021

Plans and actions based on data can help solve problems quicker. The Customer Success teams and companies who showed great flexibility in 2020 are the ones who had tremendous growth in 2021. #6 9 CX and UX will Make the Cut. Customers are looking for an experience that makes them feel important and solves their problem.

2021 96

2021 Customer Success Customer Journey Mapping Touchpoint 96

Oracle

JANUARY 22, 2020

Here are 5 trends we’re tracking from CES 2020. — Quibi (@Quibi) January 8, 2020. Trend #1: Quick bite content drives CX. In fact, The Verge dubbed CES 2020 “the land of the concept.” Trend #3: Solving checkout and last-mile problems. Coming mid-2020. CES2020 #LenovoCES.

2020 54

2020 Retail Entertainment Innovation 54

Playvox

SEPTEMBER 14, 2022

In a 2022 Gartner report , 79% of respondents said their organization struggled to use customer personas to support CX efforts effectively. Sentiment analysis helps you uncover your customers’ core concerns and problems so you can build out a more robust persona that results in more empathy during support interactions.

2022 79

2022 Social Media Contact Center Feedback 79