Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016.

Customer Experience 49

Customer Experience 2016 2017 Social Media 49

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? What were the big trends and how will they evolve moving forward? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

2016 59

2016 Customer Service 2017 Contact Center 59

Tricia Morris

MARCH 14, 2016

A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” Think of the additional customers and lifetime value that could be delivered through a little extra attention to retention.

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience?

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

transcosmos Information Systems

MARCH 5, 2019

If you’re still undecided on whether to implement it for your organisation, or if you want to update your current strategies based on what the trends are, the latest figures and facts about the global outsourcing industry presented here will hopefully give you an idea on which path to go. Top Reasons to Outsource. Automation.

2019 75

2019 2017 2018 2016 75

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Published on: May 30, 2018. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 113

Wireless 2018 2017 2002 113

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Customers always expect top of the line customer service from their favorite brands. Sometimes technology can help.

Contact Center 60

Contact Center Management Call Center 2018 60

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This trend is, of course, a tad disappointing.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. The email experience has improved, but not significantly.

Banking 49

Banking Customer Experience 2018 Social Media 49

NICE inContact

OCTOBER 28, 2016

amassed a large installed base of both large and small customers. amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service. Integrate with 3rd party platforms to create a unified customer experience. Voice is Still Critical to Customer Service.

Contact Center 65

Contact Center 2016 Social Media 2017 65

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Contact Center 71

Contact Center 2016 Social Media Customer Satisfaction 71

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Average performance becomes the norm?

Customer Service 49

Customer Service Entertainment 2015 Fashion 49

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Customers always expect top of the line customer service from their favorite brands. Sometimes technology can help.

Call Center 49

Call Center Management Contact Center 2018 49

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier.

Customer Service 49

Customer Service 2016 2015 E Commerce 49

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks.

2017 76

2017 Article Social Media Customer Service 76

Michelli Experience

MARCH 15, 2017

Just recently Ad Age ran an article with the headline There’s a Clear Winner in Beverages: Bottled Water Tops Soda. today announced that bottled water surpassed carbonated soft-drinks in 2016 to become the largest beverage category by volume, capping what it described as a “remarkable, decades-long streak of vigorous growth.”…Total

2011 92

2011 2006 2015 2016 92

Qualtrics

MAY 30, 2019

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. Empower your employees.

Customer Experience 52

Customer Experience Customer Journey Mapping Customer Centricity 2016 52

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

2016 43

2016 Omnichannel ROI Culture 43

Magellan Solutions

JULY 17, 2021

Meanwhile, 48% of insurers feel that scarcity of agents’ key skills affects their quality standards and customer experience. . Aside from these tasks, insurance agents are also responsible with collecting insurance debt from their existing customers. . And they need to be 95% successful most of the time in their debt collection.

Insurance 52

Insurance Travel Call Center Automotive 52

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. There are over 4.35

Brands 49

Brands Customer Service 2015 Insurance 49

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Predictive, proactive, personalized experiences are key, and companies should leverage the tools they have to work toward “mass personalization at scale,” says Wang. trillion dollars due to customer churn.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This trend is, of course, a tad disappointing.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. Here we dissect CX Trend No. Here we dissect CX Trend No. Customers don’t want choice; they want channel guidance.”

2017 52

2017 Multi-Channel Average Handle Time 2016 52

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

Ecrion

SEPTEMBER 5, 2019

This is invaluable, considering that any successful business needs to utilize social media to engage with customers. As a responsible business owner, your top priority is your company’s bottom line. Businesses use software solutions like MailChimp to send out regular news and updates to their list of customers.

E Commerce 52

E Commerce Social Media Document Advertising 52

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . Boosts Customer Service & Loyalty. Live Chat Messaging Customer Satisfaction Statistics. Quick response. Instant solutions

2020 90

2020 E-support 2018 Hospitality 90

LiveChat

JANUARY 11, 2017

The new year brings new challenges you need to face when it comes to helping your customers. Have you already made some plans on how you want to approach your customer service in 2017? First contact resolution is a customer service metric that shows you how many of your cases are handled immediately and in one touch.

2017 55

2017 Metrics 2016 Customer Satisfaction 55

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Overall, it’s really just about providing a quality customer experience. to serve customers better).

Contact Center 53

Contact Center 2017 Brands Hospitality 53

Stella Connect

MAY 4, 2017

How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . Disney’s enduring success is rooted in its emphasis on employee development—the transformation of new hires into brand enthusiasts who internalize the organization’s values, relish their roles, and deliver an experience like no other.

Contact Center 40

Contact Center Presentation Culture Customer Centricity 40

Solvvy

SEPTEMBER 17, 2018

With the holidays fast approaching, retailers are busy preparing for the time when customer support volume rises by as much as 42%. It doesn’t help that emotions are heightened with customers feeling extra stressed and acting more difficult than usual as they try to find the perfect gift for their loved ones.

Retail 54

Retail 2018 Customer Satisfaction 2016 54

CXApp

DECEMBER 12, 2017

That’s especially true of the trends that will soon impact modern life and business as Gen Z’ers join the ranks of the employed. Nearly every child from about 10 to the age of consent in the generation has access to a tablet which allows them to watch online content, or a phone to communicate with friends.

Technology 40

Technology 2024 2016 Innovation 40

CXApp

DECEMBER 12, 2017

That’s especially true of the trends that will soon impact modern life and business as Gen Z’ers join the ranks of the employed. Nearly every child from about 10 to the age of consent in the generation has access to a tablet which allows them to watch online content, or a phone to communicate with friends.

Technology 40

Technology 2024 2016 Innovation 40

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. On the contrary, the hotel remains a highly valued experience offering. By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty.

Hotels 40

Hotels Hospitality Loyalty Travel 40