CX Accelerator

NOVEMBER 11, 2022

LEARNING AND DEVELOPMENT Improving CX will always involve a cycle of re-education. At its heart, a CX transformation is changing how the business thinks about its customers… and aligns them to a set of behaviors that lead to positive outcomes. So the second person we would hire would be a Customer Insights Manager.

CX 307

CX Customer Journey Map CX Transformation Government 307

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training.

Legal 195

Legal Education Customer Service Customer Survey 195

Execs In The Know

NOVEMBER 21, 2022

If you want a frame of reference of what’s possible before you start investing time and money, do your research, take the time to educate yourself and your team, and connect with people who are using the technology. Customer expectations only continue to rise and every month there are new advances in AI. Start Small.

Contact Center 98

Contact Center Education AI Engineering 98

Service Quality Institute

MARCH 12, 2024

(The video was upgraded in 2023) Feelings for Professionals Healthcare with Feelings (Totally customized for healthcare) Feelings Customer Care for Supermarkets (Updated in 2023) Connections for Higher Education We share the foundational principles essential for outstanding customer service, which are noticeably absent in many organizations today.

Customer Service 52

Customer Service Healthcare Retail Education 52

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.

Education 239

Education Sales Customer Retention Customer Loyalty 239

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This is at odds with customer expectations. As we mentioned earlier, customers know the value of their data.

Predictive Analytics 98

Predictive Analytics Education Touchpoint CX 98

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

Callminer

JULY 11, 2016

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. One spectacular location.

Education 140

Education Customer Expectations Customer Service Contact Center 140

Shep Hyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. In this post, we shall compare five customer expectations in 2021 to their reality. Reality: Customer Service generally feels like sales. .

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

ECXO

MAY 16, 2024

The key here is to explain the context of each employee’s purpose, demonstrating how their work directly affects the customer experience and bridges the gap between customer expectations and actual delivery. Each employee’s contribution is crucial for the overall customer experience, directly or indirectly affecting it.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Zendesk

OCTOBER 4, 2022

But what started as an effort to educate the general public about the changing technological landscape and its related security risks has now become a critical reminder for all organizations to remain vigilant about their security posture. However, customer expectations for security and the number of attacks have continued to rise.

Education 52

Education Start-ups Customer Expectations Technology 52

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. In practice, maintaining that level of personal connection with customers at scale requires a strong foundation of technology. Understanding the customer.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Uplifting Service

JUNE 9, 2023

[link] My team and I don’t offer customer service “training.” Instead, we provide education that supports self-sustaining service cultures. They have to, because industry standards and customer expectations are always evolving. Here’s why that distinction matters… Strong service cultures are ALWAYS improving.

Education 40

Education Customer Expectations Customer Service Customer Experience 40

Help Scout

SEPTEMBER 24, 2021

Our primary customers are higher education, enterprise, and government customers — so captioning, transcription, audio description, and translation solutions are our bread and butter. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that process.

Education 113

Education Start-ups Government Sales 113

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Educate customers on new features.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

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

Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. That speaks volumes for designing a customer-centric culture in which (1) leaders at the C-level are united and aligned in championing for the customer and (2) teams work together to deliver the experience your customers expect.

CX 130

CX CX Transformation Government Start-ups 130

Lightico

AUGUST 31, 2023

When customers know they can rely on your honesty and openness, they are more likely to stay loyal and refer others to your business. Empower Customers: Financial Education and Resources To many users, the whys and wherefores of financial services can be notoriously complex.

CX 52

CX Education Customer Journey Map Innovation 52

Intercom, Inc.

MAY 13, 2020

We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now. Reduce customer churn through delightful service and product education.

Education 129

Education Finance Customer Retention Sales 129

Fonolo

AUGUST 13, 2019

However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent. But how do we educate ourselves on current customer service practices when the rate of change is near impossible to keep up with?

Customer Service 108

Customer Service Artificial Intelligence Retail Education 108

Intercom, Inc.

APRIL 29, 2020

In our case, creating value for our customers meant sharing best practices for managing their COVID-19 response. Our product education manager Phil Byrne – you might recognize him from our product onboarding ??– How do you communicate with customers when your business and their businesses are going through so much change?

Education 228

Education Event Planning Start-ups Healthcare 228

Intercom, Inc.

DECEMBER 15, 2020

With customer expectations on the rise, we look to find out how support leaders are creating best-in-class experiences to meet those expectations, and what support teams need to be set up for success as the future unfolds. Balancing technology with a human touch. Insights on building a strong support experience.

Education 118

Education Engineering Technology Technology 118

Zendesk

APRIL 5, 2022

SaaS and B2B organizations (especially those with subscription models) often require customer enablement. With many B2C products, the need for education and follow-up information usually isn’t necessary. Agents must take part in your customers’ education to help them make the most of your product or service.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Callminer

JUNE 21, 2017

As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. As previously mentioned, the target of focus for call center is primarily to meet customer expectations. Below are some of the benefits of deploying effective training methods for your company.

Education 174

Education Customer Expectations Innovation Customer Satisfaction 174

Aquire

JULY 23, 2021

2) Delivering an omnichannel customer experience. Customers expect they can reach out to your brand through any number of touchpoints, such as your website, phone, email, social media, your store, and more. One of the most pressing customer service issues in ecommerce is catching up to modern customer expectations.

Manufacturing 98

Manufacturing Retail Omnichannel Touchpoint 98

Intercom, Inc.

MARCH 17, 2021

“The customer is at the heart of everything we do and every decision we make,” he says, “We always start with the customer first. Keeping a pulse on customer expectations. Meeting customers where they are. Creating a great customer experience. All in all, thinking about a seamless support experience is key.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

SurveySensum

DECEMBER 22, 2023

The Importance of Authentic Customer Feedback Common Tactics Used to Game NPS Shortcomings of NPS Gaming So, How Do You Do It the Right Way? It provides valuable insights into customer satisfaction , loyalty, and areas needing improvement. That’s why authentic NPS feedback is crucial for informed decision-making.

NPS 52

NPS Gaming Education Customer Satisfaction 52

Uniphore

JANUARY 25, 2022

Automotive, healthcare, retail, banking, transportation, entertainment, education, human resources, legal services – and more. And if tech companies aren’t bridging into more traditional industries, they are enabling more conventional counterparts with the technologically advanced tools that our modern customers expect.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Zendesk

SEPTEMBER 28, 2022

Chatbots offer exactly what customers expect from a brand in 2022: instant, convenient, and effortless interactions. A seamless handoff between bots and live agents creates messaging interactions customers love. Chatbots are also available 24/7, so customers can get help after business hours, too.

Customer Experience 96

Customer Experience AI Social Media Sales 96

ClearAction

NOVEMBER 16, 2023

It respects the fact that business success depends on meeting or exceeding customer expectations. Recognizing customers as the source of your company’s ongoing existence, crystalize your understanding of customers’ expectations as performance standards for every group across your company’s ecosystem.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business.

Contact Center 52

Contact Center Compliance Healthcare Education 52

Customer Experience Matrix

APRIL 26, 2024

Then, they grew more common in financial services, hospitality, and telecom, which are all industries that traditionally had pretty good customer data systems. Most recently, we’re seeing CDPs in education, healthcare, and government applications. And, as I’ve already mentioned, I expect to see CDPs used more widely beyond marketing.

AI 78

AI Education Hospitality Hospitality 78

SurveySensum

NOVEMBER 23, 2023

As the digital experience norm evolves, business owners must discern current customer expectations and anticipate future changes. Now, let’s explore the eleven key drivers propelling the digitization of customer experience. These are just some customer expectations you should form your CX strategy around.

Customer Experience 52

Customer Experience E-commerce CX AI 52

Execs In The Know

OCTOBER 29, 2021

As customer expectations evolved, so too did Malwarebytes’ approach to support, turning to deflection-inducing innovations, including internal collaboration with product and engineering, as well as the introduction of a new chatbot to reduce ticket volumes. As you can see, CX technology is always a big part of the story.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Zendesk

SEPTEMBER 15, 2021

With a good customer experience, your customers also expect security and privacy. Often, risk comes from human error, from either the customer’s end or your agents. Your customers expect to get answers to questions quickly and when they trust you, many unknowingly share sensitive information, often in unsecured ways.

CX 97

CX E-commerce Machine Learning Social Media 97

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. Personalized content highlights a brand’s understanding of the customer’s style.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106