Zendesk

DECEMBER 14, 2023

Tom Eggemeier knows a thing or two about customer experience. “They gave amazing, proactive, personalized customer service to the people that shopped in their store, and I remember being in there,” he says. Long before he was the CEO of Zendesk, his grandparents operated a small grocery store in Covington, Kentucky.

AI 69

AI Customer Service Retail Innovation 69

Zendesk

AUGUST 9, 2023

To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent. He directed his team to refresh the articles and revamp the site navigation, and now self-service articles number around 2,000. “We

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Zendesk

NOVEMBER 1, 2023

More than ever, IT leaders are experiencing a greater level of responsibility: from taking charge of data security to implementing AI, these technology professionals play an increasingly vital role in how CX is delivered to customers. There’s definitely a dependency happening that they are interrelated.

Manufacturing 75

Manufacturing AI Technology Technology 75

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Zendesk

JUNE 28, 2023

Things move fast in the world of AI, and that pace of change evokes mixed feelings for people working in customer support. While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. That idea has driven Zendesk’s AI offerings, she said.

AI 96

AI Sentiment Analysis Technology Technology 96

Zendesk

SEPTEMBER 20, 2023

That experience can be just as challenging online, which is why Wine.com places great value on delivering a stellar, personalized customer experience. For example, Wine.com provides live assistance from sommeliers to guide customers toward the right wines.

Customer Feedback 85

Customer Feedback Customer Loyalty Customer Experience 85

MyCustomer Experience

JANUARY 25, 2023

This blog post is written by Rachel F Freeman and featured as part of Creative Virtual's Customer Service Week Blog Celebration. 25th Jan 2023 By Mandy Reed Global Head of Marketing

Customer Service 52

Customer Service 52

Intercom

DECEMBER 5, 2023

For a long time, customer service teams have been trying to convey the incredible value they provide to the rest of the company. Draw the lines between quicker responses and a better customer experience, and explain how that sets your business apart from the competition.

AI 97

AI Customer Service Customer Experience 97

The Customer Service Blog

JULY 1, 2022

National Customer Service Week is a celebration of customer service, which takes place across the UK every year. This year, the week takes place from 3rd to 7th October 2022. Each year, Customer Service Week has a different theme for each day of the week. Watch this space!

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Customer Service 52

MyCustomer Experience

NOVEMBER 16, 2022

This blog post is written by Laura Ludmany and featured as part of Creative Virtual's Customer Service Week Blog Celebration. There is a. 16th Nov 2022. By Mandy Reed Global Head of Marketing.

AI 52

AI Customer Service 52

Zendesk

SEPTEMBER 6, 2023

As any support team manager can attest to, the deleterious effects of stress and burnout have very real consequences for customer service teams. As senior manager of customer experience at the mindfulness app, Anzalone has more than a decade of experience in the customer support space.

Healthcare 69

Healthcare Customer Expectations Customer Service Customer Experience 69

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 182

CX Innovation Contact Center Education 182

The Customer Service Blog

MARCH 3, 2023

The Customer Service Blog has just achieved a new record! Last month (February 2023) we achieved 14,553 article views within a single month - the best viewing figures since the blog began in 2016. The graph below shows our total monthly viewing figures going back to when we started publishing the blog in June 2016.

Customer Service 52

Customer Service 52

Uniphore

SEPTEMBER 30, 2021

And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition. Moreover, it’s crucial to recognize your contact center agents in the right way.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Zendesk

NOVEMBER 29, 2023

As the manager of customer success for the world’s largest professional networking platform, LinkedIn , Erika Tabacniks knows a thing or two about the importance of work-life balance in ensuring team success. And in order to navigate the complexities of customer success, one must cultivate meaningful relationships on their teams.

Customer Relationship Management 52

Customer Relationship Management AI Customer Relationship Customer Service 52

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. I'd fly in on a Monday, work crazy hours, and then fly home at the end of the week. I needed to find a solution.

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Start-ups Customer Service Customer Experience 147

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We A Customer Service Tip of the Week subscriber sent me that message. Why do bosses go bad?

Customer Service 181

Customer Service Contact Center 181

Steven Van Belleghem

MARCH 27, 2023

So when Weiss founded direct-to-consumer makeup and skincare brand Glossier, it already had a cult-like following from her blog. Within 6 weeks of the launch of the company’s first four products, Glossier had $8.4 Experts were telling the customer what they should or shouldn’t be using on their faces.

CX 120

CX Social Media Customer Relationship Customer Feedback 120

Zendesk

OCTOBER 19, 2023

As businesses rush to tap generative AI’s vast potential to transform the customer experience, analysts watching this modern-day gold rush have responded with both optimism and caution. Companies need to be transparent about their use of AI and disclose when AI is making decisions,” Kingsley said.

AI 59

AI Healthcare Education Customer Loyalty 59

CX Accelerator

SEPTEMBER 24, 2019

Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Oh, so that’s customer service, right?”.

CX 208

CX Education Social Media Government 208

The Customer Service Blog

DECEMBER 31, 2023

I thought I was pretty good at choosing stock market ‘winners’, but that can’t be said for my decision (exactly two years ago this week) to buy shares in Royal Mail, which have fallen an incredible 49% in value since I bought them in January 2022. The service delivered only 73.7% What is the view of The Customer Service Blog?

Government 75

Government Customer Service 75

Zendesk

NOVEMBER 15, 2023

In this episode of Conversations with Zendesk, Lye spoke about leadership lessons she’s learned over her career, why it’s so important to find meaning in your work, and the challenges Rivian faces as it expands globally while fine-tuning the customer experience. “We

Technology 52

Technology Technology Transportation Customer Experience 52

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omnichannel 80

Omnichannel Social Media Customer Retention Customer Service 80

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

The Customer Service Blog

AUGUST 12, 2021

National Customer Service Week (NCSW) will take place from Monday 4th to Friday 8th October. NCSW is a week-long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. Watch this space for more details!

Customer Service 52

Customer Service Education Customer Satisfaction Customer Experience 52

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered! You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

The Customer Service Blog

JANUARY 6, 2022

The Customer Service Blog is the UK’s leading blog on the subject of customer service, customer experience and customer loyalty. And this week, for the first time since we began publishing in June 2016, the UK is no longer the country where we have the most subscribers.

Customer Loyalty 52

Customer Loyalty Customer Service Customer Experience 52

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Zendesk

MAY 17, 2023

For CX leaders, the current moment can feel a bit like whiplash: on the one hand, rising customer expectations and tighter budgets pose significant challenges to their businesses, yet rapid developments in artificial intelligence promise to radically elevate customer experiences.

AI 52

AI Artificial Intelligence Customer Experience Customer Retention 52

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Read the rest here. »

AI 78

AI Customer Service Engineering CX 78

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5

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Customer Service Customer Retention Contact Center AI 92

The Customer Service Blog

JANUARY 21, 2023

Regular readers of this blog will know that I've had numerous problems with Lidl over the years, mainly to do with being overcharged. So going to Lidl is the easiest option for me, as I know they will stock all the main staple items that I require each week. But this is happening to me literally week-in-week-out.

Customer Service 72

Customer Service 72

Shep Hyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. The message is clear and powerful!

Customer Service 74

Customer Service Retail B2B B2C 74

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Steven Van Belleghem

MARCH 23, 2022

Health services to the home. More and more organizations are building their services around the customer, actually going to them. Well, today, we’re going to see more and more “services to the home” (STTH). Well, today, we’re going to see more and more “services to the home” (STTH). Groceries to the home.

Retail 120

Retail Healthcare Start-ups CX 120

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Not at all.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Zendesk

JULY 26, 2023

Known for its stellar customer service and arresting location in the United Kingdom’s capital, Liberty London might at first glance seem to be immune to change—but when the Covid epidemic struck, the business shifted to a “phygital” model. The [customer] recollection will be that the business did what it said it would do.

Retail 52

Retail E-commerce Start-ups Customer Service 52