cx-services 
ShepHyken
FEBRUARY 20, 2024
Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.
ShepHyken
MAY 13, 2024
Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support.
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ShepHyken
APRIL 22, 2024
Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. My Comment: Customer Experience (CX) doesn’t have to be complicated.
Kustomer
JUNE 7, 2023
The time has come for financial services organizations to move from a transactional mindset to an engaging mindset. 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. What Is a CX Playbook?
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations.
ShepHyken
APRIL 28, 2024
Each week, I read many customer service and customer experience articles from various resources. Loyalty and self-service round out the four. My Comment: AI continues to be the most talked-about and written-about topic in customer service and CX. Here are my top five picks from last week.
ShepHyken
MAY 5, 2024
Each week, I read many customer service and customer experience articles from various resources. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.
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In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.
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New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement.
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Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. JUST RELEASED! Only 66% of customers agree.
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Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Have the drivers of customer experience changed?
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In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line.
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Self-Service can be a polarizing topic. Many people think that self-service is a low-end experience and would much rather offer their customers “personalized attention.”. But those in the know understand that self-service is, in fact, a white glove offering. Learn how offering self-service improves the customer experience.
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The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers.
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