Lumoa

AUGUST 23, 2021

Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

CSM Practice

MAY 13, 2020

As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. We generated an overall analysis of the pandemic effects on Customer Success from around the globe. We generated an overall analysis of the pandemic effects on Customer Success from around the globe.

Customer Success 83

Customer Success 2020 Travel Customer Retention 83

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics. All these elements need to be realigned for a post-pandemic reset. Here are some insights into how COVID-19 has influenced each of these elements.

B2B 148

B2B E Commerce B2C E-support 148

TechSee

JANUARY 5, 2021

A new era in the COVID-19 pandemic. While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business. How will the vaccine change consumer sentiment toward service?

Contact Center 109

Contact Center Consumers Leadership Government 109

Chadwick Martin Bailey

OCTOBER 26, 2020

Let’s start with the global pandemic. Like everyone, my household has had to adapt drastically in the face of a pandemic. Our use of streaming video apps is much higher now, and it’s unlikely to go back to pre-pandemic levels long after the pandemic is gone. Answer : Massive disruption as we know it.

Entertainment 124

Entertainment Technology Connections Consulting 124

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI COVID-19 has thrown the spotlight on the age-old mystery of the chicken and the egg.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Live chat is at the core of this movement.

2022 85

2022 Customer Service Omnichannel 2021 85

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. What is the Biggest Challenge You Faced During COVID-19?

Call Center 98

Call Center Contact Center Webinar 2021 98

TechSee

AUGUST 19, 2020

With COVID-19 on everyone’s mind, it certainly seems that way. Known as “contactless service,” this new model is emerging as the goal of many of the world’s leading enterprises. Self-Service. In the age of social distancing, is contact the new dirty word? Safety concerns create emotional effort.

Consumers 109

Consumers Banking Touchpoint Interaction 109

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. .

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

Second to None

JUNE 19, 2020

How has consumer behavior shifted through this pandemic? Consumer behavior has indefinitely changed during COVID-19. Amidst this advancement, we have devised several ways consumer behavior has changed during this global pandemic. Desire for curbside pickup & delivery services.

Consumers 93

Consumers Retail Technology Customer Journey 93

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. .

Engagement 105

Engagement Telecommunications Customer Centricity Customer Engagement 105

TechSee

MAY 26, 2020

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. This new reality has forced field service organizations to reevaluate their measures of success – their core KPIs. The emerging shift to outcome-based field service KPIs.

Travel 109

Travel Metrics Customer Centricity Customer Satisfaction 109

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic. Here are my top five picks from last week.

Article 79

Article 2020 Customer Service Loyalty 79

Upstream Works

JANUARY 26, 2021

As we look to the future, contact centers need new plans and strategies for continuing to accommodate the changes brought on by the global pandemic while looking ahead to its long-term impact. The following success drivers are strategies contact centers need to follow to keep CX strong during COVID-19.

2021 78

2021 Contact Center Omnichannel Download 78

ProProfs Chat

APRIL 30, 2020

But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson , Founder- Virgin Group. In case you are wondering what is a pandemic plan or how to prepare for a pandemic, we have assembled the right answers and ways you can still be hopeful during this gloomy atmosphere.

Entertainment 98

Entertainment Communication Social Media Government 98

Beyond Philosophy

DECEMBER 15, 2021

Imagine that you own a well-known car brand during a global pandemic. No one is coming to the show room to see your dealer’s cars, nor are they bringing them in for service. The COVID-19 Pandemic also forced organizations to take more risks than they would have otherwise. What do you do? The results?

ROI 78

ROI 2022 Consulting Events 78

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Bill Quiseng

MARCH 1, 2021

Ever since the beginning of last year, all of us have had to endure this pandemic. In it, he provides invaluable wisdom and lessons from senior business executives on how to lead through and beyond COVID-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more.

Books 148

Books Leadership Hospitality Consulting 148

Interactions

MAY 28, 2020

So how can businesses redefine their customer experience or customer service strategy to fit this world? We have some thoughts: Leading with empathy and care – starting from your employees. How did they treat their customers during the pandemic? Reimagining Customer Service Strategy. ” . .”

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example.

Banking 79

Banking Customer Service Social Media 2020 79

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world.

Article 94

Article 2020 Customer Service Customer Retention 94

Clarivate

NOVEMBER 17, 2021

Women leaders at Clarivate like Ann Graul play a key role in accelerating innovation in the quest for answers to COVID-19 issues. The global COVID-19 pandemic that began in early 2020 turned the world as we knew it upside down, bringing unimagined challenges and exacerbating existing struggles. Watch their story.

Innovation 59

Innovation 2020 Information Leadership 59

UJET

JUNE 25, 2021

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable. But this operative shift in the customer journey was already well underway before the pandemic.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Live chat is at the core of this movement.

2022 63

2022 Customer Service Omnichannel 2021 63

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

2021 159

2021 Technology Customer Service Competitive Advantage 159

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Proactive Communication.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Talkdesk

OCTOBER 8, 2020

Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Financial services are essential to leading a normal life and being an active citizen and participant in society. Impact on small businesses. Viability of the cash system. Viability of the cash system.

Banking 119

Banking Contact Center Virtual Agent Financial 119

CSM Magazine

DECEMBER 15, 2021

DHL Supply Chain, the world’s leading contract logistics provider, is accelerating its business expansion to meet a boom in demand for its services, while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya OneCloud technologies.

2019 52

2019 Technology Customer Service Communication 52

CSM Magazine

JUNE 25, 2020

Calabrio , the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic. During the pandemic, contact centres became even more essential to a company’s success.

Airlines 52

Airlines Healthcare Contact Center Webinar 52

CSM Magazine

MARCH 19, 2020

We are facing an unprecedented situation and the global pandemic is having a profound impact on all of us. “We We are facing an unprecedented situation and the global pandemic is having a profound impact on all of us.

Contact Center 59

Contact Center Healthcare Government Insurance 59

SurveySensum

JANUARY 8, 2021

I had purchased an expensive espresso machine from Breville about 3 months ago and it wasn’t working as it should have so I reached out to the company’s customer service and within 72 hours they had a repairman come out and fix it, and give me a complete tutorial. “I How did Chipotle stand by their customers during the lockdown?

2020 81

2020 Customer Experience Travel E Commerce 81

TechSee

SEPTEMBER 9, 2020

They want to communicate on their preferred channels, receiving personalized content and proactive services. Organizations are therefore leveraging data to deliver personalized one-to-one service, in line with current expectations and evolving needs, from raising families to special care. The other is cost optimization. Reducing Costs.

Management 145

Management Multi-Channel Contact Center Webinar 145

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. As this year ends, it may be time to consider reevaluating your post-pandemic outsourcing strategies.

Contact Center 52

Contact Center White Paper 2021 2022 52

Talkdesk

SEPTEMBER 4, 2020

However, the COVID-19 pandemic is forcing us to rethink how financial institutions will endure this sudden change and what the new normal will be. After COVID-19 hit, many business owners felt underserved by their banks and voiced their displeasure by moving their money elsewhere.

Banking 114

Banking Contact Center Omnichannel Financial 114

Chadwick Martin Bailey

JUNE 11, 2020

As we confront the interconnected realities of a global pandemic, economic crisis, and a long overdue reckoning with racial injustice, we—individuals and organizations—are faced with a lot of uncertainty. Hilton and American Express have teamed up to ease the burden COVID-19 has placed on our frontline workers.

Insurance 77

Insurance Webinar Loyalty Consumers 77

ShepHyken

DECEMBER 22, 2020

They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Brand promises of customer centricity were put to the test once the pandemic hit. Leaders and companies will be remembered for how they behaved during a crisis. The ability to adapt is crucial.

Leadership 83

Leadership Books Customer Experience Professionals Customer Centricity 83