Qualtrics

FEBRUARY 18, 2020

As you plan out your days at X4, here’s a look at some of the sessions we recommend to help you come away from the event with all the inspiration and practical tips you need to take your product experience (PX) program to new heights in 2020. 16:00-16:20 / Weds, March 11// XM Institute Theater . World-class thought leadership.

Artificial Intelligence 29

Artificial Intelligence Healthcare Government Start-ups 29

Intercom, Inc.

OCTOBER 7, 2021

World-class customer support comes first. This means that, for the past few years, we’ve been working to staff teams across multiple time zones to make sure all of our customers have the help they need when they need it, no matter where they live. That has always been our priority. Growing in the Pacific.

Start-ups 118

Start-ups Sales 118

Steven Van Belleghem

NOVEMBER 27, 2022

That goes for your customers, too. Yes, companies are facing hard times, but it is not up to your customers to care and forgive you for any suboptimal CX experience. To be blunt, it is certainly not their problem that you had to cut costs because your energy bill is 10 times as high as last year’s. The rise of empowered CX.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. Between the 1960s and 1990s, the invention of IP PBX , Interactive Voice Response (IVR) system, and voicemail system changed the way businesses used to communicate.

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. What is good retail customer service? Talkdesk ).

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

TeamSupport

JULY 27, 2020

As published in CustomerThink , July 1, 2020. Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs.

B2B 90

B2B Start-ups Finance Customer Relationship 90

Callminer

AUGUST 6, 2019

Computer Telephony Integration (CTI): Essentially, CTI is a software that brings together all communication channels (web-based, voice, email, etc.). There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. Types of Call Center Software. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

Intercom, Inc.

APRIL 1, 2021

Wikipedia , the beloved, widely-known, free-access web encyclopedia is turning 20 this year. From the mostly male, mostly white, mostly American and European voices. As Wikipedia turns 20 , Janeen wants to make sure its information is an accurate reflection of the world’s diversity. It’s not the first we hear from Janeen.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference.

Customer Service 122

Customer Service Contact Center Net Promoter Score NPS 122

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. The CBCCI vendors have invested millions of dollars over the past 20 years to build their solutions and supporting networks. The vendors in this exciting and adaptable market have what it takes to succeed, and this IT sector is going to look even better in 10 years.”. “The

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference.

Customer Service 67

Customer Service Net Promoter Score Contact Center NPS 67

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. The people who answer incoming calls or make outgoing calls are known as customer service representatives. Read on and thank us later. What is a call center?

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever. We’ll begin with an overview of higher ed live chat. Chapters Chapter 1 What is live chat for higher education?

Education 86

Education Omnichannel B2B Customer Service 86

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Omnichannel 52

Omnichannel Start-ups Social Media CRM 52

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Technology 376

Technology Technology E-commerce Contact Center 376

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Here’s a comprehensive list of the most important customer service statistics you need to know in 2022.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Intercom, Inc.

SEPTEMBER 17, 2020

Kyum and his team have a unique vantage point into business and career trends across multiple industries – a universal trend they are seeing in 2020 is the risk of burnout. I learned so much, I had so much fun experiencing everything from sales, sales management, operations, customer service. Kyum Kim is the Head of U.S.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. These stats demonstrate the value of offering excellent customer service.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

SurveySensum

MAY 20, 2020

It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience? In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. “ — Travis Jones , Senior Vice President at Logic 20/20.

Contact Center 135

Contact Center CX Technology Technology 135

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Even simple, low-cost gifts can increase productivity as much as 20%.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping Experience Management professionals reach new heights in customer , product , brand , and employee experience. Jump straight to: Morning mainstage inspiration.

Government 34

Government Gaming Healthcare Innovation 34

Qualtrics

NOVEMBER 21, 2019

Here are 20 XM visionaries leading the charge in 2020. Peloton’s ‘voice of our members’ program informs everything we do, from developing new product features like “now playing” and music playlist previews to creating entirely new products, like the Peloton Tread,” he says. Brad is speaking at X4 2020 – register now.

Retail 22

Retail Entertainment CX Start-ups 22

Qualtrics

FEBRUARY 18, 2020

Whether it's customers, employees, products, or brands, every experience is built around one thing — people. 16:00-16:20 / Weds, March 11// XM Institute Theater. Or do you want to really deliver breakthrough experiences for your customers and employees? 14:10-14:30 / Thurs, March 12 // XM Institute Theater.

Healthcare 32

Healthcare Touchpoint Retail CRM 32

Qualtrics

FEBRUARY 18, 2020

Learn how Character Lab is increasing the quality and relevance of school-based research on character development by incorporating the student and educator voice in the study design process. Whether its customers , employees , products , or brands , every experience is built around one thing — people. Morning mainstage inspiration.

Education 29

Education Government Social Media Healthcare 29

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see customer experience (CX) sessions at this year’s X4; From the most inspirational stories to the thought leadership that will give you plenty of ideas to get ahead of the game. Whether its customers, employees, products, or brands, every experience is built around one thing — people.

Customer Experience 29

Customer Experience B2B CX Government 29

Qualtrics

FEBRUARY 18, 2020

Whether its customers, employees, products, or brands, every experience is built around one thing — people. Hitting fast forward on customer experience. Ask any exec and they’ll tell you they want to lead their industry in customer experience. 15:00-15:20 // Weds, March 11 // XM Institute Theater. And that’s just day 1!

Government 29

Government Touchpoint CX Education 29

SurveySensum

MARCH 26, 2024

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! Well, the answer lies in gathering, analyzing, and taking action on customer feedback. What are Survey Tools?

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

SurveySensum

MARCH 26, 2024

Are you aware that 91% of customers unhappy with a brand will leave the brand without even complaining? So, you might lose more than half of your customer base without even realizing it! Well, the answer lies in gathering, analyzing, and taking action on customer feedback. What are Online Survey Tools?

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

Intercom, Inc.

DECEMBER 14, 2022

Not long after starting the podcast, Harry got into investing himself, and in 2020, he leveraged the success of his show to launch his own venture capital fund, 20VC fund. There were quite a few memorable scenes from The Social Network, the 2010 movie that chronicles the inception of Facebook – and the lawsuits that followed.

Start-ups 129

Start-ups Social Media Retail Gaming 129

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. Here are a few takeaways from the discussion… What are the shifts we’re seeing right now to customer experience - specifically digital? So much of it comes down to following the path of the customer. Are they ready?

Healthcare 26

Healthcare CX Innovation Start-ups 26

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 129

Customer Service Social Media Omnichannel NPS 129

SurveySensum

AUGUST 26, 2020

Did you know how many CX leaders were able to secure their CX budget in 2020? Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . Only one-third! Now, how would you do this?

CX 98

CX E-commerce Customer Acquisition Customer Retention 98