Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game.

2023 59

2023 Customer Success Multi-Channel B2B 59

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

2023 87

2023 Customer Service Healthcare Return on Investment 87

BirdEye

SEPTEMBER 26, 2023

AI in healthcare describes the application of artificial intelligence in the healthcare industry using technologies like machine learning, Natural language processing, Generative AI, and other AI programs. Businesses are struggling to meet customer expectations, while still running a profitable venture.

Healthcare 109

Healthcare 2023 Hospitality Social Media 109

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. A new approach to scheduling, synthesized into a singular number, reflected a transformative use of technology.

Connections 52

Connections Contact Center 2023 Innovation 52

SurveySparrow

JULY 23, 2023

With its conversational interface, it ensures that capturing customer feedback is as delightful as a friendly chat. It helps businesses tailor personalized experiences, understand customer expectations, and make data-driven decisions. Features of HubSpot Service Hub Ticketing : Efficiently manage and track customer issues.

Customer Experience Management 52

Customer Experience Management 2023 CEM Customer Experience 52

Gainsight

MAY 18, 2023

They’re leaders in the digital transformation of industry, pioneering the Connected Operations Cloud. Samsara’s Customer Success organization is also pioneering digital technologies to orchestrate the customer journey. Congratulations, 2023 GameChangers! Your leadership is truly transformational, Mike!

2023 52

2023 2022 Customer Success Customer Journey 52

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. New technology should support customer preferences and create or maintain a consistent experience across all touchpoints with the brand.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

ShepHyken

NOVEMBER 19, 2023

Technology is making a big difference in CX, and that’s the leading stat: “Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered support.” My take on this is that a year ago, hardly anyone knew about technologies like ChatGPT. Now they do, and customers are becoming more accepting of AI.

Article 61

Article Customer Service 2023 2024 61

SurveySensum

MARCH 17, 2023

These statistics demonstrate the growing importance of providing a positive and personalized customer experience in the auto industry. Car manufacturers, dealers, and OEMs are utilizing customer feedback tools to understand customer expectations and improve their services accordingly.

Automotive 52

Automotive Customer Experience 2023 Entertainment 52

CSM Magazine

MAY 30, 2024

Over the past few years, technological advancements have driven seismic shifts in how businesses operate and connect with customers. billion in 2023 and is projected to grow from USD 9.36 Recent studies suggest that by 2025, AI-driven technologies will influence up to 95% of customer interactions.

Retail 52

Retail Social Media 2025 Government 52

Think Customers

MARCH 2, 2023

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. are getting louder by the day.

2023 52

2023 Contact Center Average Handle Time Roadmap 52

Interactions

JUNE 8, 2023

Customer service has evolved from being a mere supplementary feature offered by businesses to a vital aspect in fostering enduring relationships with consumers in the competitive market landscape. Ensuring a seamless omnichannel experience also plays a role in providing top-notch customer service.

Customer Service 62

Customer Service Exceptional Customer Service Omnichannel 2023 62

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. New trends that emerge quickly become baseline expectations for customers.

Customer Experience 84

Customer Experience E Commerce E-support 2022 84

West Monroe

JUNE 5, 2023

About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon. Join us as Mark Browning, SVP and Chief Information Officer at Exelon, explains how his company is transforming digitally in order to meet customers where they are.

User Experience 52

User Experience 2023 Healthcare Government 52

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

2023 52

2023 Events E Commerce Blog 52

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. If contact centres are not giving agents the skills to adapt and develop, they are already falling behind.

Customer Service 59

Customer Service Contact Center 2023 Customer Centricity 59

West Monroe

JUNE 5, 2023

About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon. Join us as Mark Browning, SVP and Chief Information Officer at Exelon, explains how his company is transforming digitally in order to meet customers where they are.

User Experience 40

User Experience 2023 ROI Government 40

ViiBE Blog

OCTOBER 28, 2021

Digital transformation in the B2C world has always been about satisfying customers’ expectations in the digital world. They also need to offer real-time services like chatbots or customer service chat windows on websites. What does CX mean in technology? Marc Prempain 12 July 2023

Social Media 52

Social Media 2023 Roadmap E-support 52

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Technology investment boom. billion globally in banking.

Financial 94

Financial 2022 Customer Experience Omnichannel 94

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. 2023 has arrived and the same tough economic challenges prevail, requiring urgent remedies to beat agent burnout and restore the contact centre to full health for a profitable New Year. Here are our top tips: 1.

2023 52

2023 Brands Customer Centricity Download 52

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Cyara

FEBRUARY 20, 2024

Every organization understands the vital importance of enabling their customers to connect seamlessly. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers.

ROI 76

ROI Return on Investment Communication 2023 76

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Innovation 52

Innovation Customer Centricity 2023 2022 52

Kustomer

SEPTEMBER 12, 2023

From AI-enhanced selfies on social media, to the 2023 launch of ChatGPT (and even a 2-minute, satirically acclaimed text-to-video remake of “The Lord of the Rings ”) — generative AI in particular seems to be the internet’s shiny new toy. But how do we use this type of technology to enhance the customer experience?

Social Media 52

Social Media 2023 Consumers Demo 52

West Monroe

DECEMBER 14, 2022

Government funding, leveraging hydrogen and renewable natural gas, and a portfolio approach with multiple technologies can help keep costs down and meet net-zero goals. Minimum viable products are no longer adequate given the increasing grid connectivity and amount of data utilities have. Download our 2023 Outlook.

2023 98

2023 Government Transportation Financial 98

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case.

Contact Center 78

Contact Center 2023 Interaction Customer Centricity 78

ViiBE Blog

SEPTEMBER 29, 2023

ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. However, not all questions and reported problems are created equal and require advanced assistance.

2021 52

2021 2023 Customers Article 52

Education Services Group

MARCH 27, 2023

Earlier this year, we talked about Customer Success trends we expect to see in 2023. Checking in on some of our predictions, I’ve recorded some data from reports across the industry to get a snapshot of how we’re faring both from an overarching perspective and from our customers’ points of view.

Customer Success 52

Customer Success 2023 2022 2021 52

BirdEye

DECEMBER 29, 2021

For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology. This payment terminal requires a direct physical connection to your telephone line or to the internet. Instead, you can utilize your WiFi or 4G connection to process transactions.

Wireless 98

Wireless 2023 Sales Connections 98

BirdEye

DECEMBER 29, 2021

For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology. This payment terminal requires a direct physical connection to your telephone line or to the internet. Instead, you can utilize your WiFi or 4G connection to process transactions.

Wireless 98

Wireless 2023 Sales Connections 98

Inbenta

JANUARY 25, 2021

Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. Improved interactions thanks to AI.

2021 97

2021 Customer Experience Omnichannel Social Media 97

Kustomer

NOVEMBER 15, 2021

Where online retail and services were once considered a nice or handy shopping alternative, 2020 saw e-commerce transform into an accelerated necessity for brand and customer survival. By the end of this year, e-commerce is anticipated to account for 18% of all retail sales worldwide with that number jumping to 22% by 2023.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

CSM Magazine

JANUARY 19, 2023

It’s time for contact centre leaders to drive CX best-practice across the whole enterprise, whilst encouraging their agents to become brand guardians with the power to influence corporate perception, boost customer loyalty and profits using the data-infused sweets in their store.

Call Recording 52

Call Recording 2023 2022 Customer Centricity 52

CSM Magazine

JULY 26, 2023

For employers, failure to meet these expectations for flexibility can have a damaging impact on staff retention, a serious workplace challenge. 7 Ways to Create Flexible Teams How can organisations meet employee expectations for greater flexibility?

2023 52

2023 2022 Customer Centricity 2020 52

ChurnZero

NOVEMBER 30, 2023

Suddenly, the rise of AI seemed to be more science than fiction, leading to a vigorous debate as to whether or not technology will replace human labor. At our most recent BIG RYG conference , we posed a version of this question in an Oxford-style debate between four customer success leaders, ultimately decided by an audience vote.

Customer Success 52

Customer Success 2030 Management Chief Customer Officer 52

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. So, how can your business win over this growing contingent of experience-focussed customers?

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

SurveySensum

APRIL 8, 2024

The digital sphere offers endless opportunities for growth and expansion but also presents significant challenges, including intense competition and the rapid pace of technological development. Email Marketing: Build and maintain an email list to foster direct relationships with your customers.

Social Media 52

Social Media Advertising Feedback Insights 52