Intercom

JUNE 14, 2023

Since we published the 2023 edition of our Customer Service Trends Report earlier this year, we’ve gotten a lot of questions about how recent AI developments would impact the customer service landscape in the months and years to come. AI has the potential to offer companies a competitive edge when it comes to CX.

AI 59

AI Customer Service Technology Technology 59

Comm100

NOVEMBER 23, 2022

As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations.

Customer Service 88

Customer Service Omnichannel CRM Contact Center 88

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. CX that has a true emotional impact. The rise of empowered CX. Bright CX. Tesla saves money, and the customer is happier.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. AI-enabled solutions to meet CX and EX expectations and demands. What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. But keeping pace with customer expectations and motivations is its own unique experience, and both have shifted considerably over the past year. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

Zendesk

APRIL 3, 2023

Customers are more discerning than ever, so retaining their trust and business is paramount. Brands must be smarter about using the data they have to create better CX—or risk losing their customers entirely. 10 effective strategies to improve retail customer engagement 1.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Zendesk

MARCH 2, 2023

This customer-centric approach provides exceptional customer support, whether in-store or by messaging, phone, or email. According to the Zendesk Customer Experience Trends Report 2023 , 64 percent of shoppers will spend more if their issues get resolved on the channel they’re already using. What are retail trends?

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

SurveySensum

JULY 24, 2023

Customers want to experience all the cool trends but also want their needs and expectations to be met. According to Salesforce Customer Engagement Research 2022 , 73% of customers expect companies to understand their unique needs and expectations. Request a Demo

Retail 52

Retail E-commerce Customer Experience Social Media 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

MyCustomer Experience

FEBRUARY 8, 2023

The bar for customer success has never been higher – when it comes to online shopping, customers expect excellence and fast service. 8th Feb 2023 By Nicolas Darveau-Garneau, Chief Growth and Strategy Officer

CX 59

CX Customer Expectations 59

Zendesk

SEPTEMBER 15, 2021

With maintaining trust with your customers, it is your responsibility to protect your customers’ information once it arrives in your ecosystem. According to research from a Finances Online report, the helpdesk software market share is projected to reach $11 billion by 2023. Audit your CX platform for existing risks.

CX 97

CX E-commerce Machine Learning Social Media 97

MyCustomer Experience

NOVEMBER 7, 2022

The challenges of 2022 — when companies lost their customer focus amid rising customer expectations and a worsening economy — will create. 7th Nov 2022. By Forrester Independent research and advisory firm.

CX 52

CX Customer Expectations 52

MyCustomer Experience

NOVEMBER 7, 2022

The challenges of 2022 — when companies lost their customer focus amid rising customer expectations and a worsening economy — will create. 7th Nov 2022. By Forrester Independent research and advisory firm.

CX 40

CX Customer Expectations 40

Execs In The Know

MARCH 13, 2023

Customers now demand personalized and targeted digital experiences that cater to their specific needs and preferences. In the competitive digital market, companies that satisfy and surpass customer expectations have a higher chance of succeeding, whereas those that fail to do so are at risk of losing their customers and market share.

CX 52

CX Hospitality Hospitality Government 52

1 to 1

MARCH 2, 2023

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. are getting louder by the day.

CX 26

CX Contact Center Artificial Intelligence Social Media 26

Intercom

FEBRUARY 1, 2024

We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?️ The landscape for customer service is changed forever in a really positive way.”

Customer Service 83

Customer Service AI Technology Technology 83

Intercom

APRIL 26, 2023

We asked them what they’re excited – and concerned – about, and how they’re adapting their strategies to set their teams up for success in 2023 and beyond. Support teams that leverage AI capabilities can expect to win back time, save money – and increase customer and employee happiness.

AI 59

AI Customer Expectations Technology Technology 59

SurveySensum

SEPTEMBER 14, 2023

Have you ever wondered how you can enhance user onboarding and improve your product not just to meet customers’ expectations but to exceed them? In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. With IN-APP SURVEYS. W hat are In-App Surveys?

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

1 to 1

JANUARY 18, 2023

Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect.

CX 26

CX CX Transformation Innovation Customer Experience 26

SurveySensum

SEPTEMBER 21, 2023

Personalize Your Customer’s Experience A whopping 99% of marketers believe personalization strengthens customer relationships, with 78% noting a significant impact. This statistic highlights the critical role of personalization in meeting customer expectations. This keeps subscribers engaged and loyal.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience ML Social Media CX 83

VOZIQ

DECEMBER 1, 2022

Customer engagement is crucial, but what if CEOs interacted with their audience personally? Would you be interested in knowing the strategic enablers of an AI retention program, or taking a brief look at Forrester’s predictions for subscription businesses in 2023? We have it all in December’s edition of customer intelligence.

Social Media 40

Social Media AI CX Customer Satisfaction 40

VOZIQ

DECEMBER 1, 2022

Customer engagement is crucial, but what if CEOs interacted with their audience personally? Would you be interested in knowing the strategic enablers of an AI retention program, or taking a brief look at Forrester’s predictions for subscription businesses in 2023? We have it all in December’s edition of customer intelligence.

Social Media 40

Social Media AI CX Customer Satisfaction 40

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It makes your CX team indispensable.

Sports 71

Sports Customer Experience Entertainment VOC 71

Zendesk

NOVEMBER 14, 2022

Customer expectations won’t change. One thing we know with certainty is that customer expectations continue to rise and that the way we meet our customers in times of duress is critical. That translates to higher volume—but also more opportunities to connect and build relationships with customers.

Customer Service 98

Customer Service Customer Expectations CX AI 98

Zendesk

MARCH 8, 2023

One powerful tool that continues to evolve—the AI-powered chatbot —will play an increasingly important role in meeting customer expectations. Turn CX into a profit center, scale quickly and safely Traditionally, businesses have viewed their support operations as being cost centers. That’s changing with AI and data analysis.

AI 98

AI Sentiment Analysis Omnichannel CX 98

Zendesk

MAY 3, 2023

You’ll want to be in the room(s) where it happens, and we’re not just talking about the inspirational keynotes and main-stage product announcements coming at Relate 2023. We’re betting those will prompt at least a gasp or a tear, but we know many of you are joining live to learn the how—not just the why—of customer experience.

AI 52

AI Customer Experience Retail Customer Retention 52

Execs In The Know

APRIL 6, 2023

What role do personalization and conversational commerce play, and how can brands meaningfully connect with customers across the digital landscape? Key CX leaders included Carlos Castano (Microsoft), Bit Rambusch (Philips), and Monte Tomasino (Dell Technologies).

Government 52

Government CX Customer Expectations Technology 52

Beyond Philosophy

SEPTEMBER 13, 2018

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. Breaking Promises is Bad for CX. Brands make promises to their customers. When you design a Customer Experience, you want to ensure that you do what you say you will. People want faster mobile broadband service, too.

CX 83

CX Customer Loyalty Customer Expectations Technology 83

Execs In The Know

FEBRUARY 12, 2023

Hyper-personalization is tantalizingly close to the verge of the next boom in 2023. Crunching customer data is at the crux of it all, and applying data insights to decisions is the most challenging barrier to the success of a hyper-personalization strategy for 53% majority of marketing influencers, according to a report by Ascend2.

Omnichannel 52

Omnichannel B2C CX AI 52

SurveySensum

JUNE 26, 2024

Self-help kiosks in physical locations further streamline and enhance customer experience. Are your customers truly satisfied? Sign up today to launch, track, and analyze your NPS program with SurveySensum to understand and meet your customers’ expectations! What is Amazon NPS score 2023? What is the NPS of Apple?

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

Zendesk

FEBRUARY 8, 2023

We are delighted and honored to learn that we’re ranked #1 across three categories in G2’s 2023 Best Software Awards : #1 Best Software Product #1 Best Customer Service Product #1 Product for Mid-Market Pop the champagne! At Zendesk, we love to celebrate successes, but we know that we succeed only when our customers succeed. “To

Artificial Intelligence 52

Artificial Intelligence CX CRM Innovation 52

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

ClearAction

APRIL 13, 2023

Imagine how much cost-to-serve may be reduced via ICP customers (what I’ve coined as “core-growth customers”). You need to “own” this customer segment. Get CX right with these customers first, and then expand your focus to accommodate other segments. Who else is minding the gap?

Customer Acquisition 62

Customer Acquisition Customer Retention CX Customer Loyalty 62

Zendesk

FEBRUARY 22, 2023

Today, customers expect to have flexible and seamless shopping experiences. This increasingly vital retail customer experience helps customers communicate with businesses on the channel of their choice and allows for connected conversations. Here are some important omnichannel retail trends to watch for in 2023.

Omnichannel 52

Omnichannel Retail Social Media Customer Journey Map 52

Zendesk

MARCH 24, 2023

Many employees are still remote, and customers expect to connect with your company on their mobile devices. Customers must be able to get the information they need, on demand. How Zendesk powers CX success at scale “The key is automation. This system allows us to be truly customer-centric in our approach to support.”

AI 52

AI Customer Service Social Media CRM 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83