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

Execs In The Know

MARCH 14, 2022

These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Let’s talk more about the front-and-center transformation that the majority of people are exposed to, the customer experience side. Where should you start when it comes to digital CX transformation?

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Want to get more inspiration from customer experience leaders from every industry?

CX 114

CX Customer Experience Non-Profits Start-ups 114

Futurelab

MARCH 20, 2022

It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Adrian Swinscoe

JANUARY 10, 2024

Statistics show that 81 percent of US consumers shopped online in 2022, but […] The post BrandGPT and the future of CX first appeared on Adrian Swinscoe. This is a guest post by Jay Wolcott, CEO and co-founder of Knowbl.

CX 147

CX Artificial Intelligence AI Customer Service 147

Fonolo

MAY 11, 2022

Customer experience is no longer just a buzzword. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. But adopting a few CX tactics isn’t enough to stay competitive. Meet our 2022 CX Award Winners.

CX 91

CX Non-Profits Education Contact Center 91

The DiJulius Group

JANUARY 17, 2022

It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. CX Strong The companies that will dominate the next decade will be the ones obsessed with evolving the experience they provide to both. Read Full Article.

CX 104

CX Customer Experience 104

Customer Think

NOVEMBER 8, 2021

Big changes are coming for customer experience (CX) in 2022. But aren’t we used to this by now? The pandemic changed everything, right? In some ways, the pandemic did change the world in a fundamental way. Buying behavior, for instance, may never go back to pre-pandemic norms.

CX 89

CX Customer Experience 89

Steven Van Belleghem

DECEMBER 1, 2021

But the good news is that CX experts can really work with that knowledge to create more satisfying, enjoyable and serendipitous experiences through positive and unexpected chance encounters. And so, as a customer, I benefit when the brand performs better, making me an ambassador. Reinventing customer loyalty.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Customer Think

OCTOBER 19, 2021

Customer Experience (CX) is becoming a significant concern for most business owners. In recent years we have seen many small and large companies investing a fortune to improve customer experience and stay ahead of the competition. Photo by Pixabay, CC0 1.0

Customer Experience 144

Customer Experience CX Contact Center Customer Loyalty 144

DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. In this year’s survey, DMG identified the direction organizations are taking and enhancements they are planning to make to improve their overall customer experience (CX) and performance of their contact centers. See Figure 1. See Figure 1.

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

Fonolo

MAY 11, 2022

Customer experience is no longer just a buzzword. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. But adopting a few CX tactics isn’t enough to stay competitive. Meet our 2022 CX Award Winners.

CX 67

CX Non-Profits Education Contact Center 67

DMG Consulting

JANUARY 10, 2022

How to Make 2022 The Year of the CX. DMG respectfully suggests that companies position 2022 as the year of the customer experience (CX) and that they make the investments and changes that will enable them to deliver on their promise of providing an enhanced and differentiated customer relationship.

Net Promoter Score 83

Net Promoter Score CX Contact Center Gaming 83

Execs In The Know

MARCH 15, 2023

Fortunately, in partnership with ACT (Advanced Call Center Technologies), we have just released our CX Leaders Trends & Insights: 2022 Corporate Edition report which is aimed at empowering brands with the knowledge and insights needed to accomplish this. To surpass their expectations, you need to stay ahead of the game.

CX 52

CX Artificial Intelligence Touchpoint Customer Loyalty 52

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. This will all change in 2022 as more organizations make the leap to AI.

Customer Experience 92

Customer Experience Omnichannel Machine Learning CRM 92

Doing CX Right

DECEMBER 2, 2021

23 CX thought leaders share how chatbots can improve customer service. The post How Chatbots Will Transform Customer Experience in 2022 appeared first on Doing CX Right. Read & apply best practices to gain a competitive advantage.

Customer Experience 64

Customer Experience CX Customer Service 64

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Customer Loyalty. CX Quality Factors.

CX 71

CX Customer Experience VOC Legal 71

ECXO

FEBRUARY 1, 2022

How AI will Change the Status Quo in CX in 2022 – ECXO In partnership with Five9. What you will learn: The role of AI capabilities in delivering seamless experiences. Tips to maximize the ROI of AI in customer service. Best practices to balance AI and the human touch in 2022. Share on linkedin.

AI 83

AI CX Customer Service Customer Experience 83

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. Video will be Preferred CX Platform. Not so fast. Emotion is the Next AI Frontier.

AI 130

AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

NOVEMBER 1, 2021

Question: What items should we focus on to improve our CX in 2022? Answer: Delivering an outstanding customer experience (CX) at all touchpoints in the customer journey requires the right blend of people, processes and technology. The post What items should we focus on to improve our CX in 2022?

CX 84

CX Artificial Intelligence Contact Center Touchpoint 84

Shep Hyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Future of Digital Customer Experience .

CX 77

CX Social Media Artificial Intelligence Touchpoint 77

CX Network

DECEMBER 15, 2022

Here is CX Network’s pick of the top moments in customer experience management in 2022.

CX 52

CX Customer Experience Management Customer Experience 52

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 131

Customer Experience CX Contact Center 131

Execs In The Know

MARCH 6, 2023

PHOENIX, ARIZONA, US, March 6, 2023 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce the release of the 2022 CX Leaders Trends & Insights: Corporate Edition report. Expand your CX knowledge today: CX Research , CX Insight Magazine , and Blog.

CX 52

CX Contact Center Touchpoint Technology 52

Customer Think

JANUARY 30, 2022

As the world comes to live with COVID, it is worth looking ahead at how customer behavior has changed and how customer experience (CX) leaders can best anticipate the challenges to come in 2022. COVID accelerated digital transformation trends already taking place in the market.

CX 52

CX Customer Experience 52

Customer Think

FEBRUARY 2, 2023

In 2022, the Forrester CX Index dropped for the first time in years, with nearly twenty percent of US brands seeing a drop in customer experience. Towards the second half of 2022, an increasing number of companies fear a recession an.

CX 113

CX Customer Experience 113

Execs In The Know

MARCH 22, 2023

You can check out their perspectives below, or read and download the full CX Leaders Trends & Insights: 2022 Corporate Edition report here. So it is exciting to see that, for a majority of CX leaders, the shift to WFH over the last few years has been positive. Jasmyn Haas Vice President, Experience Pg.

CX 52

CX Contact Center Start-ups Education 52

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. Plus, you may find interesting new webinars and events , or even books on customer service and leadership. Creativity : Experiment and innovate.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Futurelab

MARCH 20, 2022

It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. I originally wrote today’s post for Momentive.ai. Linkedin Share Button.

Customer Retention 130

Customer Retention CX Customer Expectations Customer Experience 130

Customer Think

FEBRUARY 4, 2022

As we look out over the horizon of 2022, one thing is clear — we can only move forward. We won’t just dust off old habits, even for workers who finally return to the office. As individuals, our mindset, our needs and our priorities have shifted. And companies in technology, financial services, logistics, and other […].

Technology 117

Technology Technology CX Customer Experience 117

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience ML Social Media CX 83

CX Network

JANUARY 5, 2022

In its November meeting, the CX Network Advisory Board discussed their predictions for the customer experience trends that will become most prevalent in 2022.

CX 52

CX Customer Experience 52

Customer Think

DECEMBER 21, 2021

There are evergreen CX trends like omnichannel, digital, self-serve and personalisation that are part of the strategic fabric of every customer-centric business. They have been shaping customer experience plans for years. These trends have gradually ch.

CX 89

CX Omnichannel Customer Experience 89

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Customers are vouching for brands that empower their agents and treat employees better. Speakers: Alan Webber Program Vice President, Customer Experience at IDC.

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

MyCustomer Experience

SEPTEMBER 13, 2022

CAnyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. 13th Sep 2022. By Mandy Reed Global Head of Marketing.

CX 105

CX Customer Experience 105