Shep Hyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Intercom, Inc.

MARCH 28, 2022

But although customers expect to receive excellent service from companies, the gap between their expectations and reality is stark. Last year, we found that while 73% of support leaders say that customer expectations are increasing, only 42% believe that they’re meeting those expectations.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Experts predict that the contact center software market share is expected to reach $75 billion USD by 2026, a value almost triple its 2020 value.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

CSAT.AI

APRIL 26, 2023

Your customers don’t want to break out in a sweat over service either. billion between 2022 and 2026. The importance of a solid customer service strategy during expansion can’t be understated. Rapid changes in customer expectations, staffing shortages and inflation costs have made outsourcing an attractive option.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Chatbot Customer Support. trillion by 2025.

E-commerce 83

E-commerce Customer Experience Social Media AI 83

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% from 2023 to 2030.

AI 71

AI Customer Service CX Retail 71

Hodusoft

OCTOBER 14, 2022

With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. According to Statista , the e-commerce sales figure is expected to reach 8.1 trillion USD by 2026. An estimated 66% of customers actively use three or more channels to reach out to a business.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52