Lightico

OCTOBER 4, 2021

The global e-commerce giant known for setting new standards when it comes to fast and friction-free online shopping journeys has in recent years expanded into the music, TV, and finance spaces.

Gaming 52

Gaming E-commerce Finance Start-ups 52

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments. Real-Time Responsiveness: Meeting customer expectations for instant and relevant interactions poses a challenge.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

TeamSupport

FEBRUARY 22, 2024

In today's fast-paced business environment, productivity is the name of the game. One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough.

Net Promoter Score 40

Net Promoter Score Omnichannel NPS Customer Satisfaction 40

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Fonolo

FEBRUARY 27, 2023

While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. That brings us to a conversation around friction in the customer experience.

Contact Center 142

Contact Center CX Gaming AI 142

Beyond Philosophy

JULY 25, 2020

You can see humans under the influence of the Illusion of Control when they participate in superstitions or pre-game rituals before sporting events. Your experience design should meet those expectations, or you could end up with an “area of conflict” with customers.

Sports 157

Sports Gaming Sales Customer Expectations 157

Fonolo

OCTOBER 19, 2023

Call-Backs: A Game-Changer for SLAs Whatever SLAs you set for your contact center, you should include call-backs in your strategy. In the ever-changing contact center world, embracing flexibility and modern solutions is key to crafting SLAs that delight your customers and industry standards but exceed customer expectations.

Contact Center 81

Contact Center Social Media Construction AI 81

Shep Hyken

SEPTEMBER 15, 2021

Just play the “What If” game and pretend you could. How would – or should – your employees act toward the customer and each other? If you think about these answers, they are exactly what customers expect anyway. What would make your customers say, “Wow!” You may be thinking, “I could never do that.”

Retail 143

Retail Gaming Start-ups Customer Service 143

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

Intercom, Inc.

JULY 8, 2020

Today’s customers expect, and are demanding, more – and that’s exactly why we’ve leaned into conversational support at Intercom. Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient. The outcome: happier customers who are here to stay and grow with us.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Inside Customer Service

APRIL 8, 2021

What is a customer service wow? Wow customer service is an experience that exceeds the customer's expectations. There are three basic outcomes in any customer service interaction: Good service is when the experience meets expectations. It becomes something customers expect because you've done it before.

Sports 182

Sports Contact Center Retail Customer Service 182

Intercom, Inc.

MARCH 28, 2022

This doesn’t just allow you to reach customers at the most opportune moments and via their preferred medium. And to ensure you’re being as efficient as possible, look for a customer communications platform that seamlessly integrates with the other key tools in your tech stack, so you can maximize your efficiency. More on that later.).

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Bill Quiseng

APRIL 25, 2021

With restrictions being lifted and vaccinations for everyone available soon, now is the best time to assert yourself to reinvent your customer experience. As a direct result of the pandemic, customer expectations have changed dramatically. So, the experience before the pandemic is no longer good enough.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Logicalware

SEPTEMBER 20, 2023

As customer expectations continue to rise, your contact centre needs to keep up to meet these demands. Is your contact centre fully prepared to change the customer experience game in 2024 and beyond? Don’t leave your customer experience success to chance. Let our programme make sure that you are!

CX 52

CX Gaming Customer Expectations Customer Experience 52

Beyond Philosophy

DECEMBER 8, 2022

9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. Video games demonstrate this concept well, too. People are blown away by the improvement.

Gaming 78

Gaming Start-ups Customer Expectations Customer Experience 78

CSAT.AI

APRIL 24, 2019

Take some tips from this superhero’s motto and raise your customer service game. However, the bar is constantly being raised by companies that understand customer expectations are changing. Technology has caused the desire for omnichannel support in customer service. Your customers are individuals.

Customer Experience 52

Customer Experience Sentiment Analysis Omnichannel Gaming 52

ECXO

MARCH 5, 2024

Competitive Advantage: By providing a deep understanding of the customer and fostering innovation, Design Thinking can give businesses a significant competitive advantage. IBM, a tech giant, reported a significant return on investment after employing Design Thinking in their customer journey.

Innovation 98

Innovation Gaming Customer Satisfaction Start-ups 98

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. How to Leverage Technology to Elevate Customer Experience.

Customer Experience 103

Customer Experience E-commerce Technology Technology 103

Experience Investigators

AUGUST 1, 2023

Video game design companies are offering bonuses for their staff to learn how to use AI. This is a game changer in every industry, and CX leaders will be asked to participate whether they’re ready or not! Encourage feedback from employees and customers to address any ethical concerns promptly.

AI 52

AI Customer Service Customer Experience Machine Learning 52

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. But that doesn’t mean that automation has to feel cold or unwelcoming.

Customer Experience 83

Customer Experience ML Social Media CX 83

Beyond Philosophy

MARCH 16, 2023

Also, you can’t blame increased customer expectations either. Over the past 30 years, they have seen that customer expectations are not exceptionally high. Instead, they are very much related to customer satisfaction. Customers expect what they’ve recently received, he explains.

Customer Satisfaction 89

Customer Satisfaction Technology Technology Customer Experience Management 89

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. How to Leverage Technology to Elevate Customer Experience.

Customer Experience 86

Customer Experience E-commerce Technology Technology 86

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. How to Leverage Technology to Elevate Customer Experience.

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

Shep Hyken

SEPTEMBER 1, 2021

They are forcing everyone in business to up their game, and that’s great for us as customers. . They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. These companies are setting the bar higher. That’s nothing new.

B2B 129

B2B Healthcare Retail Gaming 129

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Taking this transparent approach to customer service can help you foster trust and advocacy among users. Customer satisfaction.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

DMG Consulting

JANUARY 10, 2022

Companies that want to be great must look at how they are perceived through the eyes of their customers, which can be difficult to do, and it cannot be captured in a Net Promoter Score. DMG is laying out a challenging, aggressive and necessary agenda for all companies that want to succeed in the era of CX.

Net Promoter Score 83

Net Promoter Score CX Contact Center Gaming 83

SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. Here, the customer expresses his frustration with the agent.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Intercom, Inc.

DECEMBER 21, 2021

. “We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

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. That’s all.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Hodusoft

OCTOBER 14, 2022

An estimated 66% of customers actively use three or more channels to reach out to a business. Modern customers expect to be served equally across all channels. An omnichannel contact center software can help businesses to meet this expectation. Read Also: How omnichannel creates seamless customer service experience.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

ClearAction

DECEMBER 16, 2017

The trophy is sustained growth in all of the following: revenue, profit, market share, share of wallet, customer lifetime value, organizational nimbleness and capabilities. Here are 4 prerequisites for collaboration that wins customer experience championships: 1st Prerequisite: Set the Example for 360-Degree Collaboration.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Shep Hyken

MARCH 1, 2022

We encourage marketers to ask themselves – How do we equip our people to understand, align, and confidently deliver on these expectations? The base level of what customers expect from you continues to go up. What customers are looking for are the brands that can deliver that extra layer of value. .”

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Hodusoft

DECEMBER 21, 2023

Omnichannel Support Today’s customers expect to communicate with the customer support team via different channels such as, phone calls, emails, live chats, social media channels, etc. This may complicate the FCR efforts made by customer support agents.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

VOZIQ

APRIL 14, 2023

Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40