UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. The digital transformation of customer support extends beyond the interaction between support agents and customers. AI Goes Internal.

2020 78

2020 Contact Center 2019 Omnichannel 78

SaleMove

MAY 5, 2020

2020 is the year of Digital Customer Service (DCS). That being said, we are excited to announce that Glia has been listed in Gartner’s 2020 Market Guide for Digital Customer Service and Support Technologies. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | CX Explained.

2020 56

2020 Innovation Communication Customer Service 56

Strativity

DECEMBER 12, 2019

That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back. From apps and signage to Interactive Voice Response , customers want to hear your messages in a human tone. Speak Human.

2020 64

2020 Customer Experience Customers Interaction 64

Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Perhaps most importantly, Customer Science makes it easier to anticipate customers’ needs and ensure you have what they want when they want it in personalized interaction.

2020 89

2020 Presentation Consulting Government 89

ProProfs Chat

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. When interacting with a business for customer service and support, 78% of consumers use mobile devices.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Integrity Solutions

JANUARY 18, 2021

Now that 2020 is in the rear view mirror, most of us are ready to bid good riddance to an incredibly tumultuous year and do our best to forget it. But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020.

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2021 2020 Sales Social Media 126

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]. The post Guest Blog: Digitalizing Customer Service for 2018 appeared first on Shep Hyken.

2018 75

2018 Blog Customer Service 2017 75

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC.

2020 126

2020 Download Blog Interaction 126

CX Accelerator

MAY 25, 2022

When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. In 2012, she co-founded the blog, CustomerServiceLife.com. She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader.

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2005 2012 Social Media Contact Center 316

Gainsight

DECEMBER 27, 2019

With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. In-app engagements are a great way of interacting with your users and ensuring they have a great experience. The role of the board is changing.

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Article 2020 Roadmap Metrics 97

Upstream Works

DECEMBER 18, 2019

For many companies, customer service is driven by analog technologies, and while telephony remains the dominant mode of interaction, this approach falls short of today’s customer expectations. The post Key Contact Center Trends to Watch for in 2020 appeared first on Upstream Works.

Contact Center 78

Contact Center 2020 Omnichannel Demo 78

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020. But many still struggle to build empathy into their customer service interactions – why is this? Share this page on: Tweet.

Customer Service 114

Customer Service 2020 Customer Relationships Books 114

SurveySparrow

JANUARY 28, 2020

10 Best Online Reputation Management Software in 2020. And that’s exactly why we’ve listed out the top ten online reputation management tools of 2020 after thorough research. Podium is a one-stop-shop where you can track, monitor and generate reviews and customer interactions from various sources. We totally get that!

2020 89

2020 Net Promoter Score Management Social Media 89

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. In fact, the success rate of bot interactions in the healthcare sector was only 12% according to the same Juniper study. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 75

Blog Social Media Healthcare 2017 75

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

2020 64

2020 Customer Success Net Promoter Score Document 64

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Read the post in full here on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Share this page on: Tweet.

Customer Service 118

Customer Service 2021 2020 Blog 118

Call Experts

FEBRUARY 12, 2020

Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. Key providers are building professional services and resources to assist customers with strategic AI plans.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

ShepHyken

DECEMBER 13, 2019

If you need face-to-face interaction in the planning stages and fast resolution in the implementation phase, distanced suppliers could cause a real problem. Read Shep’s latest Forbes article: 20 Ways To Create An Amazing Customer Experience In 2020. Vendor location.

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Blog Demo Competitive Advantage Insurance 101

LoyaltyPlus

APRIL 14, 2020

Retail professionals agree: 2020 will mark a significant year of development, with loyalty at the core of digital commerce. Loyalty programmes, emotional connection to brands and higher level customer interaction will feature strongly.

E Commerce 40

E Commerce 2020 Loyalty Touchpoint 40

LoyaltyPlus

APRIL 14, 2020

Retail professionals agree: 2020 will mark a significant year of development, with loyalty at the core of digital commerce. Loyalty programmes, emotional connection to brands and higher level customer interaction will feature strongly.

E Commerce 52

E Commerce 2020 Loyalty Touchpoint 52

SaleMove

MARCH 5, 2021

2020 and social distancing fundamentally changed how customers interact with businesses. Close, in-person interactions were largely replaced with virtual exchanges. Unitus’ results speak for themselves: 28% reduction in online banking handle times 85% of “Virtual Branch” visitors say they would interact with the branch again 4.7

Banking 89

Banking 2020 Financial Document 89

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Published on: October 16, 2020. To find out more read the full post on our parent company Enghouse Interactive’s website. Guest Post: Emotive CX for Customer Interaction. Optimising Contact Centres.

Call Recording 113

Call Recording 2020 Innovation Interaction 113

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. Most customer support interactions today are reactive, but proactive support is on the rise. The first way to do so is to ensure product adoption and use.

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Customer Success 2020 B2B 2019 98

Oracle

FEBRUARY 27, 2020

As explained in a Smart Insights blog , Net Promoter Score (NPS) was designed to replace long surveys with a simple measure of customer experience — how likely a customer is to recommend an organization, product or service to others, based on a 10-point scale. Net Promoter Score. Did the CX program make money or save money?

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Net Promoter Score Metrics Effort Score 2020 71

Optimove

MAY 18, 2020

With every passing year, brands and customers expect their mutual interactions to take a more personalized, understanding, and relevant turn. ” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them.

2020 52

2020 Marketing Download Call Center 52

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

CloudCherry

NOVEMBER 11, 2019

When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. And that, friends, is our CX 2019-2020 dazzling dozen. And we ain’t mad about it! Brava, Janet!

2019 170

2019 2020 Leadership Consulting 170

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Published on: October 30, 2020. Read the post in full on our parent company Enghouse Interactive’s website to learn more.

Customer Service 117

Customer Service 2020 Customer Relationship Management Blog 117

Eptica

JUNE 3, 2020

Date: Wednesday, June 3, 2020 Author: Guest author - Blake Morgan 3 ways to create a consistent, omnichannel experience (and why it matters). Published on: June 03, 2020. Author: Guest author - Blake Morgan Today, customers demand a seamless experience from companies – whatever channel they use to make contact.

Omnichannel 79

Omnichannel 2020 Banking Blog 79

Optimove

DECEMBER 12, 2019

Today, when customers interact with a brand, they aren’t just looking to buy a product or service. The post ICYMI: CRM Best Practices for 2020 appeared first on Optimove. Panel: Deconstructing the Modern Consumer. They expect a full-blown experience. Modern consumers know what they want, and expect the brand to know it as well.

2020 52

2020 Travel Fashion Competitive Advantage 52

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. Published on: October 13, 2020. Our latest blog outlines the key benefits of self-service and how to deploy it effectively.

Customer Satisfaction 92

Customer Satisfaction 2020 Blog Consumers 92

Bold360

DECEMBER 4, 2019

Not for holiday decorations and good cheer — although that’s allowed, too — but I’m talking about getting ready for 2020. Right now, there’s this expectation that in customer service, 95% of all customer interactions are going to be driven by AI by 2025,” Vasco said. Questions for 2020. It’s that time of year.

2020 85

2020 2025 Download Interaction 85

GetFeedback

DECEMBER 16, 2019

Don’t forget that 92% of customer interactions take place over the phone and online ordering is growing 300% faster than in-store orders. As you know them better, get customer feedback every time they interact and engage with your business both online and offline. So you need to innovate and keep up with emerging trends. There are 2.77

Feedback 195

Feedback Social Media Customers Consumers 195

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. She outlines the need to take an optimistic view of the current situation and focus on:

2025 79

2025 2020 Consulting Customer Centricity 79

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Published on: November 06, 2020. Learn more by reading the full post on our parent company Enghouse Interactive’s website.

2020 83

2020 ROI Consumers Blog 83