Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. As part of The 2022 State of CX Report, GetFeedback dove into how the CX profession is shaping up regarding compensation, reporting and team structures, skill sets, challenges, and more. and Europe.

CX 130

CX CX Transformation Government Start-ups 130

Intercom, Inc.

MARCH 28, 2022

How do you set your business up for consistent, continuous growth? While customers were already starting to show a clear preference for digital channels such as messaging , COVID-19 amplified this pressure to connect with customers online or risk not connecting with them at all. More on that later.). has seen an 87.5%

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

FEBRUARY 24, 2021

Today, businesses are having more conversations with customers than ever before, thanks to the rise of business messengers. And it’s certainly easier than ever for a customer to start a conversation and get support. So businesses should know more about their customers than ever before, right?

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

Shep Hyken

SEPTEMBER 1, 2021

They are forcing everyone in business to up their game, and that’s great for us as customers. . One company that has been continually setting new standards and forcing all companies to step up is Amazon. The reason I bring this up is that I get pushback from the B2B world. That’s nothing new. It was unexpected.

B2B 129

B2B Healthcare Retail Gaming 129

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. Customers think they decide for themselves, and they do, but they don’t control everything that leads to that decision. If you are unfamiliar with customer expectations, do research.

Sports 157

Sports Gaming Sales Customer Expectations 157

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. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

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

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

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Intercom

NOVEMBER 30, 2023

Messaging is increasingly ubiquitous in our personal lives, yet we still sometimes have to pick up the phone to talk to support in the same way we did 50 years ago. Phone calls have been the bread and butter for support teams for decades, but they can’t singlehandedly meet ever-increasing customer expectations for quick and seamless support.

Start-ups 98

Start-ups Technology Technology Gaming 98

Experience Investigators

AUGUST 1, 2023

As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey. Here are a few ideas to explore the benefits, challenges, and best practices for integrating AI into your customer experience strategy. (It

AI 52

AI Customer Service Customer Experience Machine Learning 52

Intercom, Inc.

APRIL 21, 2022

Messaging is increasingly ubiquitous in our personal lives, yet we still pick up the phone to talk to support in the same way we did 50 years ago. Phone calls have been the bread and butter for support teams for decades, but they can’t singlehandedly meet ever-increasing customer expectations for quick and seamless support.

Start-ups 118

Start-ups Gaming Technology Technology 118

Intercom, Inc.

MAY 12, 2021

Without this knowledge, it’s inevitable that your customer communication will remain impersonal and inefficient, neither of which will empower your team to meet ever-rising customer expectations. It allows us to be proactive in where we help our customers most, which is amazing.”.

Gaming 118

Gaming Machine Learning Start-ups Engineering 118

Intercom, Inc.

JUNE 22, 2020

Chats and posts have many different use cases such as asking customers if they need help, announcing product updates, welcoming visitors, or onboarding new users. Use a chat to start a conversation with a user. It would look something like this: A post takes up more window space than a chat. Convert users from a free trial.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

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. Gaining even a slight improvement is still up, and up is good.

Gaming 78

Gaming Start-ups Customer Expectations Customer Experience 78

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? So, in that way, expectations change.

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

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. What can I say, I love a good series. Liam Geraghty , Audio Content Producer.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

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

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. This led to the “Keep the Change” program, which rounds up every purchase to the nearest dollar and transfers the difference to a savings account.

Innovation 98

Innovation Gaming Customer Satisfaction Start-ups 98

Steven Van Belleghem

JANUARY 31, 2023

So it’s pretty natural that more and more customers expect your organization to become part of the solution. If you don’t speak up, people will assume that you disagree or you just don’t care. Basically it was game over for him. Remaining neutral like Switzerland is not an option in this case. But Nike stood by him.

Gambling 109

Gambling Social Media Start-ups Gaming 109

CommBox

DECEMBER 5, 2023

This adaptability is a valuable asset in crafting customer service chatbots that can handle the unpredictability of real-world user interactions. Multi-Turn Conversations Effective customer support often requires multi-turn conversations, where users may have follow-up questions or need assistance in a sequential manner.

Customer Service 97

Customer Service Artificial Intelligence Innovation Start-ups 97

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

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

Fonolo

MARCH 21, 2024

When your number is up, you’ll get a sandwich – or a call-back! Today, the best call-back technologies go several steps further, facilitating a scenario where no one waits on hold and customers seamlessly move through queues, even selecting a future call-back time, without hitting a single bump in the road. How Does it Work?

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Sprinklr

OCTOBER 15, 2021

We were recognized this year for Sprinklr Conversational Commerce , our new chat-based engagement feature that uses AI to guide customers from intent to purchase — by helping them with product selection and evaluation. Chat assistance is essential to your customer experience. I need a pair of tennis shoes but don’t know where to start.

Innovation 52

Innovation E-commerce Customer Experience CXM 52

Steven Van Belleghem

NOVEMBER 27, 2022

Yes, companies are facing hard times, but it is not up to your customers to care and forgive you for any suboptimal CX experience. In fact, I really believe that it is up to you to help them feel better. What we’re also starting to see in customer experience is that the influence zone of a brand is increasing.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Solutions to Improve Negative NPS Score All is not lost, though.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry? of their share of deposits.

Customer Experience 82

Customer Experience Omnichannel Social Media Touchpoint 82

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

Aquire

SEPTEMBER 18, 2021

Ask yourself: how can your customer experience strategy help you achieve your long-term goals? What gaps exist between customer expectation and actual experiences? Where do we stand now in terms of customer experience? For example, you can start by listing your brand’s customer experience stages.

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

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

Steven Van Belleghem

MAY 24, 2021

The top of that list features “Customer Obsession”, which they explain in a very Covey-ish manner: “Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.”. Habit 4: Think win-win.

CX 98

CX Start-ups AI Customer Expectations 98

Zendesk

APRIL 19, 2021

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed? Not sure where to start?

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

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

Intercom, Inc.

AUGUST 13, 2020

Unifying the company around the customer. Most companies talk a good game about providing a seamless customer experience. Caught in the middle are customers who bear the burden of having to repeat information and replay conversations. At Sprinklr, Yoli has taken a sledgehammer to these long-standing silos.

Social Media 209

Social Media AI Sales B2B 209

SurveySensum

NOVEMBER 7, 2023

It’s high time that brands start focusing on creating exceptional experiences through their mobile apps as part of their broader customer experience management strategy. Well, you can start by scrolling down and exploring the 9 proven ways to improve your mobile customer experience. But how to do that?

Customer Experience 52

Customer Experience E-commerce Start-ups Social Media 52

Zendesk

APRIL 12, 2023

While it’s exciting to dream of where we’re headed, we must stay rooted in the knowledge that LLMs today still have some limitations that may actually detract from a customer’s experience. What’s more, customers can actually drill deeper by asking follow-up questions. That’s a game changer for your customers and your agents.

AI 98

AI Engineering Start-ups Legal 98