ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

2020 125

2020 Article Customer Service Books 125

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?

Article 76

Article 2020 Customer Service Culture 76

ShepHyken

SEPTEMBER 21, 2020

(The Wise Marketer) The level of competition in various industries constantly grows because customers have many options to choose from. The strong competition encourages companies from different niches to use artificial intelligence, cloud, and mobile technologies to provide valuable, personalized, and seamless customer experience.

Article 94

Article 2020 Customer Service Employee Experience 94

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett.

2020 104

2020 Article Customer Service Contact Center 104

ShepHyken

SEPTEMBER 7, 2020

As it applies to customer experience, it’s about a “big picture” that helps to interpret data that helps you come with a plan to enhance your customer’s experience. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. by Steve Williamson.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

APRIL 27, 2020

” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. CustomerThink) While product differentiation and marketing strategies are important, companies that focus on customer experience are poised to win in the long run. Here are five ways to help you get customer-focused.

Article 83

Article 2020 Customer Service Government 83

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020!

2020 66

2020 Article Customer Service Hospitality 66

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

2020 62

2020 Article Customer Service Books 62

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. This article has plenty of information to make the case.

Article 84

Article 2020 Customer Service Contact Center 84

ProProfs Chat

MAY 6, 2020

Customer Experience & Live Chat Statistics. Future of Customer Experience. Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services.

2020 66

2020 Customer Experience E Commerce E-support 66

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

Kitewheel

JANUARY 7, 2020

This is because every employee creates experiences with the customer through their interactions with consumers, other employees, or the technology that supports the business. Who owns the customer experience? They are used to planning out campaigns or technology stacks to work as seamlessly as possible.

2020 52

2020 Customer Experience Chief Customer Officer Customer Journey 52

ShepHyken

JUNE 1, 2020

3 Customer Service Lessons from Pella Corporation by Elena Constantinescu. Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences. Improving Customer Experience By Creating An Omnichannel Experience by Cameron Weeks. Follow on Twitter: @Hyken.

Article 68

Article 2020 Customer Service Call Center 68

ShepHyken

JULY 6, 2020

(Eglobalis) As we move forward into an increasingly competitive technology market, how can we continue to differentiate? He understands how to take a complex process and simplify it for the customer. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Article 66

Article 2020 Customer Service Healthcare 66

ShepHyken

NOVEMBER 23, 2020

4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. Follow on Twitter: @Hyken.

Article 85

Article 2020 Customer Service Net Promoter Score 85

ShepHyken

JUNE 22, 2020

Here are some tips on how to make your digital experience better for your customers. It’s how customers are using technology to connect with you. Customers expect an easy, frictionless experience. 150 Customer Experience Quotes To Inspire Entrepreneurs by Rajat Chawla. This goes far beyond your website.

Article 56

Article 2020 Customer Service Retail 56

CX Accelerator

JULY 1, 2020

This company bumped up their 2022 digital transformation strategy to 2020. Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

2021 170

2021 Customer Relationship Management Customer Service Training 2020 170

CX Accelerator

JULY 1, 2020

This company bumped up their 2022 digital transformation strategy to 2020. Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten.

2021 97

2021 Article Customer Service B2B 97

VDS

SEPTEMBER 17, 2020

There are many innovative ways to improve the experience for both your employees and customers. Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. When implemented, customers no longer need to answer questions to prove their identity.

Virtual Agent 52

Virtual Agent Customer Service Contact Center Average Handle Time 52

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Sports 71

Sports 2009 2022 Financial 71

Kustomer

AUGUST 26, 2022

As of last year, there were 850,000 active podcasts with over 48 million total episodes in all of 2021, a 20% increase from 2020. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. The Chief Customer Officer Human Duct Tape Show. Experience This! Gartner ThinkCast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

ShepHyken

JANUARY 27, 2020

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends.

2020 26

2020 Article Customer Service Customer Retention 26

ShepHyken

APRIL 8, 2019

Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. It’s focused on the digital service transformation. but it’s worth it.

Article 102

Article 2019 Customer Service Hotels 102

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

NOVEMBER 1, 2021

Considered a converged medium as well as disruptive technology, the podcast unites the internet with traditional radio broadcasting. The AI Podcast – This podcast explores how AI technology is improving and informing how we conduct business. The podcast, Customer Service Secrets by Kustomer was launched in 2020.

Customer Service 98

Customer Service 2004 Entertainment Download 98

ShepHyken

AUGUST 27, 2018

Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. MarTech Advisor) By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. Follow on Twitter: @Hyken.

2018 59

2018 Article Customer Service 2020 59

ShepHyken

DECEMBER 9, 2019

10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. Follow on Twitter: @Hyken.

Article 71

Article 2019 Customer Service Airlines 71

Calabrio

JULY 28, 2020

Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. Christine Kolbeson is Senior Manager of Business Operations at Rackspace, a leading provider of expertise and managed services across all the major public and private cloud technologies.

Net Promoter Score 80

Net Promoter Score Contact Center 2019 Measurement 80

ShepHyken

MARCH 3, 2019

(Relay) As we near the landmark year of 2020, the answers to once easy support questions are not as clear. My Comment: The Internet of Things (IoT) is positively impacting the customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 95

2019 Article Customer Service Omnichannel 95

ShepHyken

APRIL 30, 2018

16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. Follow on Twitter: @Hyken.

Article 82

Article 2018 Net Promoter Score Customer Service 82

ShepHyken

NOVEMBER 12, 2018

7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to. Starting Monday, 14 stores in Dallas will have scan-and-go technology built in the company’s mobile app, so customers can scan and pay for items on their phones.

2018 91

2018 Article Customer Service 2019 91

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. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

Oracle

FEBRUARY 12, 2020

One way that received significant attention at the recent National Retail Federation 2020 Vision show was the increasing importance of investing in customer-facing staff. We had to move people from roles that were not serving members to a place where the technology of the day was moving to the sales floor.

Customer Experience 53

Customer Experience Retail 2020 Reference 53

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78