Shep Hyken

JULY 19, 2022

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Shep Hyken is a customer service and experience expert,?

Contact Center 112

Contact Center CX Innovation AI 112

Shep Hyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week. by Annette Franz. (CX

Customer Service 65

Customer Service Retail CX Start-ups 65

Aquire

JANUARY 6, 2022

Using video chat technology for customer service is becoming a popular practice. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers. So, here’s everything you need to know about video chat technology in customer service.

Customer Service 98

Customer Service Social Media Technology Technology 98

Shep Hyken

DECEMBER 27, 2022

.” “Use positive customer feedback to inspire your workforce, reward those delivering excellent experiences, and drive innovation.” Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

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.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Zendesk

SEPTEMBER 15, 2023

Over the last year, the impact of AI on customer service has been massive. Many customer experience applications and workflows can be optimized with AI–but not all AI solutions are tailored to customer experience. Generative AI: Discover the next wave of AI innovation—Generative AI. Hosted by Allie K.

AI 52

AI Innovation CX Customer Experience 52

Zendesk

FEBRUARY 17, 2021

In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Doing retail well means giving CX the attention it deserves as both a competitive differentiator and a business priority. Listening to customers to create better CX.

Retail 98

Retail E-commerce CX Start-ups 98

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 125

Customer Experience AI Outlook CX 125

Shep Hyken

OCTOBER 4, 2022

The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams? Turn customers into fans.

Sports 57

Sports B2C Social Media Gaming 57

Fonolo

NOVEMBER 9, 2017

When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation.

Social Media 59

Social Media Customer Service Contact Center Education 59

Shep Hyken

DECEMBER 6, 2022

.” To build a customer-centric culture, look at what is, what if, what wows, and what works. . What wows – How can we use innovative techniques and tools to push our goals? . Customers pay the bills. Without customers, there is no company. What if – What could we fix that is out of line? .

Legal 104

Legal Healthcare Innovation Customer Experience 104

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Contact Center Social Media Education 100

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Zendesk

JULY 8, 2021

At Uber, Mendez led a team of customer service agents and was always looking for talent with digital and technical skills. We have 50 employer partners in the New York City area who are trying to grow a more diverse talent pipeline for their entry-level roles. – Jeanine Mendez, KindWork co-founder.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Shep Hyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. ” “Being passionate about customer experience is the ticket to business growth.”.

Artificial Intelligence 52

Artificial Intelligence Manufacturing Business Growth Finance 52

Shep Hyken

JUNE 14, 2022

Building the Future of Service for the Next Generation of Customers. Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm.

AI 57

AI Innovation Business Growth Customer Service 57

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. She is, among other CX books, the author of ‘Would You Do That To Your Mother?’. Tony Hsieh. Shep Hyken. Jeanne Bliss.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

ECXO

AUGUST 2, 2023

Who is Shep Hyken: He is the Chief Amazement Officer at Shepard Presentations, one of the most important and respected experts in Customer Experience and Services worldwide, and among the best inspirational speaker around the globe. Shep Hyken is a customer service and experience expert.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. Whatever you promote about your company sets up what customers expect.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Fonolo

JULY 31, 2018

The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts. As a result, abandon rates, frustrated customers, and strained resources were becoming reasons for concern.

Retail 52

Retail Customer Experience Contact Center Education 52

Shep Hyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Innovation doesn’t need to be sexy. There is no B2B in CX. How does innovation create value?

B2C 20

B2C B2B Innovation CX 20

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Google Hangout: How to Deliver Great Customer Service in a Crisis. VPs & Directors of Customer Experience. Director of CX, UL EHS Sustainability.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Fonolo

NOVEMBER 21, 2017

Google Hangout: How to Deliver Great Customer Service in a Crisis. Join our panel discussion on Thursday, November 30 th at 2:00 PM ET / 11:00 AM PT to hear our experts discuss the proper techniques for handling customers in crisis situations. VPs & Directors of Customer Experience. The Panelists: Nate Brown.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 71

Customer Service Customer Loyalty E-commerce Customer Satisfaction 71

Shep Hyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that?

Customer Service 16

Customer Service Manufacturing B2B AI 16

Shep Hyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 13

Customer Service Artificial Intelligence Contact Center Retail 13

Shep Hyken

JULY 18, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. They lack one important bit of information: the connection between CX and business value and outcomes.

Customer Service 12

Customer Service B2B Artificial Intelligence B2C 12

Shep Hyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 11

Customer Service Contact Center Social Media Manufacturing 11

Fonolo

FEBRUARY 13, 2019

The availability of this information helps the whole industry become more innovative. By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. It features a sparkling new sci-fi theme that helps to keep the pages turning. Sponsored by LogMeIn.

Contact Center 57

Contact Center Technology Technology CRM 57

Chip Bell

MAY 12, 2020

had managed to stay clear of the virus that seemed to originate from a Chinese wet market in Wuhan, China, with a population of 11 million (almost the size of New York City and Los Angeles combined). COVID 19 changed everything. But then, on January 19, 2020, the first case invaded our shores.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

Qualtrics

SEPTEMBER 12, 2019

Vejar, Director of Customer Listening at American Express. Celebrate great customer service. American Express recognizes that it has some outstanding customer service employees. And what better way to celebrate outstanding customer service than with a (literal) award? Watch the full webinar.

Customer Feedback 24

Customer Feedback CX Voice of the Customer Customer Service 24

CX Journey

APRIL 7, 2016

Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service. We have been part of many innovations and successes. They are: Rule #1: Don’t start with customer-facing employees. Your Service College.

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56

SurveySensum

JULY 17, 2023

They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. This creates an interactive experience that allowed the customers to experience the product, test it out and be 100% satisfied with it before purchasing. Now pause and think.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. This creates an interactive experience that allowed the customers to experience the product, test it out and be 100% satisfied with it before purchasing. Now pause and think.

Retail 52

Retail Customer Experience Sports Touchpoint 52