Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? In this edition of PeopleMetrics LIVE!,

CX 62

CX Customer Experience Touchpoint Innovation 62

Customer Think

OCTOBER 10, 2021

Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top customer experience d.

CX 119

CX Customer Experience 119

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

Customer Experience 158

Customer Experience Engineering Start-ups Customer Survey 158

Customer Think

OCTOBER 14, 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha.

Customer Experience 134

Customer Experience CX 134

Astute

FEBRUARY 3, 2021

CX can impact your bottom line in several ways. Here's a look at some of the statistics and research to know to guide your efforts in 2021. The post Top 40 Customer Experience Statistics To Know in 2021 appeared first on Astute.

Customer Experience 98

Customer Experience CX 98

Uniphore

JULY 30, 2021

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. Overall, only 12.1%

Innovation 246

Innovation CX Contact Center NPS 246

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Customer Experience 212

Customer Experience Customer Relationship CX Customer Loyalty 212

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Persistent Forces for 2021. Not likely.

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

Doing CX Right

DECEMBER 31, 2020

What are the best ways to advance customer experience and employee engagement in 2021 and beyond? The post Six Way To Advance CX in 2021 appeared first on Doing CX Right. Read what four experts have to say to achieve success.

CX 59

CX Customer Experience 59

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 88

Customer Experience Management Consulting CX 88

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago.

CX 98

CX CXM Omnichannel Touchpoint 98

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link]. YouTube: [link].

CX 62

CX CXM Voice of the Customer Customer Experience Management 62

Experience Investigators

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. 4 Ways to be a CX Change Agent at Your Organization.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Aquire

MAY 21, 2021

With more and more options for customers appearing throughout their journey, the auto industry faces a challenge: modernizing the customer experience for today’s digitally savvy buyers. The answer lies within omnichannel experiences. Omnichannel customer experience in automotive.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Adrian Swinscoe

JULY 9, 2021

In a recent prediction, Forrester described 2021 as the year of inclusive customer experience (CX). The post Three apps that are making customer experience more inclusive first appeared on Adrian Swinscoe. When I read that, I wondered if that implied it wasn’t […].

Customer Experience 130

Customer Experience CX 130

Heart of the Customer

DECEMBER 30, 2021

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact. We know we can do this by improving the experience for customers, but to […].

CX 78

CX Customer Experience 78

Logicalware

JANUARY 6, 2022

As we begin a new year, we wanted to share some of your favourite articles from 2021. 2021 was a rollercoaster of lockdowns and reopenings. Total Experience: The technology trend set to shake up customer service in 2021. So what is it and why was it especially important for contact centres in 2021?

Technology 98

Technology Technology Customer Expectations Customer Service 98

Confirmit

DECEMBER 8, 2020

It’s that time again… time to prepare your CX practice for a new year! After such an “eventful” 2020, one can only assume 2021 will be rife with changes in customer expectations and needs. How will the events of 2020 impact customer expectations? Voice of the Customer Webinars. Register now!

Customer Experience 52

Customer Experience Voice of the Customer CX Customer Expectations 52

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). This almost instant transformation is largely due to the shift in consumer behavior and customer expectations. Consider the facts….

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Shep Hyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. Can you meet it?

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Steven Van Belleghem

FEBRUARY 24, 2021

Though this channel has a broader scope than mere CX, you’ll find many talks there with top marketing gurus like Gary Vaynerchuck, Brian Solis and Seth Godin. Watch him for instance explain how digital marketing will change in 2021. Here’s a recent video where I answer the 10 most Frequently Asked Questions of customer experience.

CX 98

CX Customer Experience Social Media Innovation 98

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model.

Sports 62

Sports CX Scorecard Touchpoint 62

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Are You Using these Customer Experience Power Phrases?

Customer Service 129

Customer Service Government CX Start-ups 129

Beyond Philosophy

JANUARY 9, 2021

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions.

Management Consulting 78

Management Consulting CX Customer Experience 78

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? How Consumers Now Define a Good Customer Experience by Jack M. My Comment: How do our customers define a good customer experience?

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Steven Van Belleghem

DECEMBER 6, 2021

The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. They compare the experience to the best they’ve had from any business or brand.

CX 123

CX Customer Experience Non-Profits Social Media 123

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. Still, the largest chunk (20%) sit in Information Technology (IT). Be wary of it.

CX 130

CX CX Transformation Government Start-ups 130

Customer Think

OCTOBER 12, 2021

by Susan Preiss in Customer Experience, Customer Service Trends, Susan Preiss As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure the.

Customer Experience 83

Customer Experience CX Customer Service 83

Customer Think

DECEMBER 21, 2021

Almost two years into the COVID-19 pandemic, customer experience (CX) is more important than ever. In fact, 59% of consumers now care more about CX when they decide what company to support or buy from than they did pre-pandemic.

Customer Experience 132

Customer Experience CX Contact Center 132

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

Artificial Intelligence 98

Artificial Intelligence AI CX Customer Experience 98