CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. About the Author.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

Tricia Morris

OCTOBER 1, 2015

Brands and organizations are stepping up to the plate in engaging on more channels before, but a seamless customer experience where customers aren’t passed between agents and don’t have to repeat their information across channels and service interactions is what’s desired. Customer expectations are rising year over year.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

TechSee

SEPTEMBER 28, 2023

is highly (90%) accurate – 74% is as reliable and friendly as a human – 68% avoids the need to wait on hold for an agent – 62% offers a natural interaction (conversational or visual, not rule-based chatbots) – 74% However, customers expect a great deal from AI.

2023 124

2023 Download User Experience Innovation 124

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. With new technology and social media, we have more ways than ever before of interacting with our customers.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Bold360

NOVEMBER 19, 2019

A new global survey of customer-facing employees by Ovum, in partnership with Bold360, reveals that while frontline employees understand customers’ rising expectations, they don’t have the tools and technology they need to fulfill them—and it’s taking a toll on their morale. Training isn’t up to par.

Customer Expectations 40

Customer Expectations Call Center Download Retail 40

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. Customers today expect frictionless, convenient service across every transaction. However, meeting these customer expectations is easier said than done. Technology Challenges. A Weak Economic Outlook for 2023.

2023 124

2023 Innovation Presentation Customer Centricity 124

InMoment XI

JANUARY 23, 2024

How Do Customers Become a Local Guide? To start making contributions, users simply have to download the Google Maps app on a mobile device or access it through a Web browser. Local Guides (and, in general, all of your customers) care about being responded to. Anyone with a Google account can become a Local Guide.

Management 260

Management Feedback Information Brands 260

TechSee

AUGUST 17, 2022

Early adopters of remote visual assistance technology and computer vision AI during this period found that it was not just an operationally practical solution, but an essential part of a better customer experience. Embed visual technology into friction points in the customer journey to provide user-friendly automation.

Loyalty 109

Loyalty 2022 Poor Customer Service Customer Journey 109

Uniphore

DECEMBER 13, 2021

Learn more about how intelligent technology, like Uniphore’s conversational AI and automation platform, is helping retailers leverage conversations to drive revenue, build loyalty and deliver differentiated experiences that exceed today’s sky-high customer expectations. Download The Article.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

GetFeedback

AUGUST 14, 2019

Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Involve them; train them; teach them what they need to know about your customers, the customer experience, customer expectations about the experience, and their impact on the experience. Download the Toolkit.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Kustomer

NOVEMBER 2, 2022

At Kustomer, we’ve conducted original research on this topic of customer service expectations. In this blog, we’ll explore types of service expectations, from general expectations that remain the same, to important changes in what the modern customer expects, and the importance of a cohesive omnichannel strategy.

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

TechSee

JULY 28, 2022

This lack of trust has detrimental effects on chatbot adoption and the overall impact on your customer satisfaction rates. But what can you do to improve customer trust and meet customer expectations? Download our 2022 State of the Service Market Report to learn more on how to improve your self service stack. #1:

2022 109

2022 Interaction Touchpoint Download 109

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel.

Contact Center 83

Contact Center 2022 Download NPS 83

Optimove

DECEMBER 5, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). Enter OptiGenie Generative AI Insights.

Marketing 59

Marketing Download 2022 Insights 59

CSM Magazine

APRIL 22, 2024

Today’s artists reach fans directly through streaming services and downloads, upending traditional models. This transformation isn’t just about convenience; it alters how customers engage with music, crafting experiences that are personal, immediate, and increasingly interactive.

Customer Experience 52

Customer Experience Wireless Social Media Connections 52

CSM Magazine

JANUARY 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Just one year on and cloud-smart contact centres are rapidly reaping the rewards of new technology. The key to success lies in seeking out technologies that resolve, rather than increase complexity.

Omnichannel 75

Omnichannel Return on Investment 2020 Technology 75

Comm100

DECEMBER 8, 2016

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations.

Customer Expectations 41

Customer Expectations Communication Management White Paper 41

Upstream Works

JANUARY 26, 2021

Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Turning on the switch for a technology upgrade is the right start but contact center leaders need to know how to deploy them as well as why. New Drivers of CX Success.

2021 78

2021 Contact Center Omnichannel Download 78

Talkdesk

DECEMBER 17, 2020

Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints. Customers are demanding both high tech and high touch. The challenging news is that it’s hard to do.

Insurance 106

Insurance Financial Contact Center Touchpoint 106

CSM Magazine

MARCH 2, 2022

Unearth critical customer service knowledge from leaders at Lenovo, AT&T, Walmart, CVS Health, Nissan, Cigna & more! With an influx of new technologies, evolving employee & consumer behaviours, and a renewed focus on CX, the customer service landscape is evolving rapidly. What are these brands prioritizing in 2022?

Customer Experience 52

Customer Experience Magazine 2022 Customer Centricity 52

Alliance by IFS

OCTOBER 11, 2018

In this Astea-sponsored special report from Field Technologies, your company will learn about the 5 Essential Technologies for Mastering Customer Experience. So, what is your competitive differentiation — why would customers want to use your services versus your competitors’?

Technology 29

Technology Customer Experience Download Customers 29

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. Download Pandemic ebook.

Contact Center 156

Contact Center Customer Care 2020 Measurement 156

ViiBE Blog

AUGUST 18, 2021

A customer-centric strategy could be a great way to bring it back to basics. It is crucial to identify customer expectations and figure out how to exceed them to create a customer-centric business. Identifying customer expectations. There are several ways to identify your customer’s expectations.

Customer Centricity 52

Customer Centricity Net Promoter Score 2021 E-support 52

Kustomer

OCTOBER 2, 2020

Let’s take a closer look at some of the most common new and existing consumer expectations, the importance of meeting these desired outcomes and how your brand can properly deliver on exceptional customer service and engagement: What Do Customers Expect From Customer Service?

Consumers 80

Consumers Retail E-support Competitive Advantage 80

Kustomer

JULY 22, 2020

The question becomes, how do you handle the seasonal rush without breaking the bank or disappointing customers? Read on to learn what customers expect, and how to deliver with smart strategies and smarter technology. Customer Expectations During the Holiday Season. Prepare Early.

Omnichannel 64

Omnichannel E-support Banking Customer Expectations 64

Thematic

MARCH 27, 2023

What “advanced” looks like keeps changing as technology creates new opportunities and pushes boundaries, creating a moving target. In the case of VoC, technology has become a key enabler to drive programme maturity and overall CX success. In our case it should be more of a maturity journey.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

Alliance by IFS

JULY 25, 2019

In the past, many service-centric organizations followed the path of least resistance when adopting field service technology. But today, service models are growing more complex and emerging technologies are transforming the industry. Know Why Better Data Management through Unified Technology Matters.

Technology 26

Technology Competitive Advantage Connections Customer Relationship Management 26

Kustomer

MARCH 5, 2020

Beyond freeing up agent time, AI can also be used to arm support agents with all the information they need to quickly and accurately service their customers. Sentiment analysis is another benefit of AI technology. For better or worse, solving a customer’s problem is no longer the only job of a customer service organization.

Omnichannel 64

Omnichannel Download Consumers Customer Service 64

ShepHyken

APRIL 25, 2022

(Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings.

Article 64

Article 2022 Customer Service Loyalty Programs 64

Kustomer

JUNE 7, 2023

Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. As customer trends shift over time, so will the contents of a CX playbook. Through technology, of course!

Financial 98

Financial Banking Social Media Customer Satisfaction 98

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

2019 95

2019 Loyalty Loyalty Programs Retail 95

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

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 111

Healthcare 2023 Hospitality Social Media 111

CSM Magazine

NOVEMBER 4, 2020

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives.

Omnichannel 52

Omnichannel Customer Expectations Download Interaction 52