Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Their findings are presented in The 2022 State of CX Report. This article features the key findings from the report that I find the most significant to thrive in this new era of customer experience. and Europe.

CX 130

CX CX Transformation Government Start-ups 130

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This trend highlights live chat’s growing prominence as a preferred communication tool. Download all the data for free in the link above.

Customer Satisfaction 52

Customer Satisfaction Customer Expectations Customer Service 52

DMG Consulting

MARCH 27, 2024

The market is experiencing success, and vendors are transforming their solutions into open platforms that incorporate AI technology, are better able to handle digital interactions, and empower agents with more advanced self-service capabilities,” said Donna Fluss, President of DMG Consulting.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. How exactly has the industry evolved?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support.

Customer Service 97

Customer Service AI Technology Technology 97

Intercom, Inc.

JUNE 22, 2021

The COVID-19 pandemic has upended entire industries, forcing rapid change in the ways companies do business and dramatically accelerating the adoption of new technologies. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”.

Technology 233

Technology Technology Sales Customer Expectations 233

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. Unify your customer data to mitigate risks and identify opportunities.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Intercom

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Below, we take a deeper dive into the report’s key data and trends.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Intercom

FEBRUARY 20, 2024

According to our Customer Service Trends Report 2024 , 87% of support teams have seen an increase in their customers’ expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI. Availability No business can offer 24/7 support to all regions without significant cost.

AI 52

AI Customer Expectations Technology Technology 52

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Lightico

APRIL 18, 2024

This data includes loan applications , insurance documents , emails, reports, invoices, supporting documentation and contracts. This technology is great for industries that handle a lot of paperwork, like finance, healthcare, and legal services. The amount of information available to organizations today can be overwhelming.

Data Entry 52

Data Entry Invoicing Machine Learning ML 52

Fonolo

NOVEMBER 17, 2020

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. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

APRIL 5, 2022

While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. They must set strong examples of teamwork, work ethic, company values, and of course: customer service. And, agent engagement continues to be the catalyst for customer loyalty and revenue.

Contact Center 99

Contact Center Construction Technology Technology 99

Customer Experience Matrix

SEPTEMBER 18, 2023

I’ve already published my primary analysis on the Institute site (you can download it here ) but wanted to call out a number of findings that either contradict or confirm martech industry conventional wisdom. Budget pressures are slowing industry growth: true. After all, nothing’s more fun than tweaking the nose of authority.

Technology 59

Technology Technology 59

Intercom

FEBRUARY 8, 2023

Year after year, we see customer expectations continue to increase – and 2022 brought with it a whole new juggling act. Last year, many teams were faced with the Herculean task of trying to balance headcount reductions and fewer resources with the ability to meet – and exceed – the growing expectations customers have of support.

Customer Service 59

Customer Service E-commerce Finance Business Growth 59

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 98

Contact Center AI Omnichannel Technology 98

CSAT.AI

NOVEMBER 2, 2022

No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides. CX: Customer Sentiment.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Creating a Customer Service Strategy That Drives Business Growth. The Secret Sauce for Increasing Customer Happiness. How is NPS calculated?

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Fonolo

DECEMBER 15, 2022

Success will look different for every organization. Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. The first step in tackling this monumental task is to create a series of customer personas. Easier said than done, right?

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Zendesk

JANUARY 17, 2024

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. At Zendesk, we think deeply about the customer experience and how to make it better for every party involved.

CX 52

CX Artificial Intelligence AI Touchpoint 52

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Customer Retention Customer Relationship Customer Feedback 98

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 92

E-commerce Customer Journey Map Sales Technology 92

Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Well that was quite the year. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

SurveySensum

FEBRUARY 19, 2024

With each passing year, every sector of business becomes increasingly concentrated, leading to heightened competition across almost all industries. According to Crayon: A study shows that 90% of businesses report that their field of business has gotten more competitive than before.”

Innovation 52

Innovation Social Media Technology Technology 52

Execs In The Know

OCTOBER 17, 2023

Within the dynamic realm of business process outsourcing (BPO), customer experience (CX) leaders stand at the intersection of transformation while remaining committed to their primary objective—creating exceptional experiences for customers. As a CX leader, you’re in for an exciting event.

CX 52

CX Customer Loyalty Customer Experience Customer Service 52

Zendesk

DECEMBER 15, 2023

This role has a hand in staffing, scheduling, performance monitoring, workforce allocation, reporting, compliance tracking, and more. In this guide, we’ll explain the role of a workforce manager in detail and highlight how these leaders contribute to a successful workforce management (WFM) strategy.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Lightico

APRIL 4, 2024

It seems the automotive industry is nearly there with pre pandemic levels, with a remarkable surge in new car sales. This frees up valuable time for credit analysts, allowing them to focus on complex loan evaluations and customer interactions. Power and GlobalData’s joint forecast paints a rosy picture , predicting a 12.1%

Finance 75

Finance Artificial Intelligence Data Entry Compliance 75

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Still not convinced? Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 52

SurveySensum

FEBRUARY 9, 2024

Customers can have changing needs and preferences, and global events can influence your industry. This knowledge helps them make better decisions that contribute to their success. In 2022, the global market research industry earned $82 billion in revenue. What is Market Research? Keep reading for some useful tips.

Non-Profits 52

Non-Profits Finance Government Start-ups 52

Zendesk

JUNE 17, 2022

A customer might love your product or service, but the real test comes when they reach out to your support team. According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of consumers will walk away from a company after just one bad customer service experience. What does high-touch service mean?

Customer Service 98

Customer Service Start-ups Gaming CRM 98

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals. What is a customer service plan?

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

CX 83

CX Customer Satisfaction Customer Feedback Customer Loyalty 83

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products. This blog provides the highlights from their talk.

B2B 98

B2B Sales Gaming Education 98

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers.

Contact Center 151

Contact Center Start-ups Technology Technology 151

Fonolo

NOVEMBER 11, 2021

Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. The answer is simple: customers have higher expectations for businesses, now more than ever. READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Net Promoter Score 64

Net Promoter Score Start-ups NPS Touchpoint 64