Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Omnichannel expectation.

Customer Experience 92

Customer Experience Omnichannel Machine Learning CRM 92

Aquire

JANUARY 24, 2022

You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. How does your CX strategy stack up? billion in 2020 to $13.9 Gartner ).

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Execs In The Know

JANUARY 8, 2023

No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. According to Forbes, global spending on outsourcing is predicted to reach $731 billion in 2023. What does the customer journey look like for you? Let’s get started.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Zendesk

AUGUST 20, 2021

Read on to see how health tech startups are transforming the patient experience. After the conversation, the agent can then follow up with a secure email to the customer confirming what they discussed. Never has the need for practical, accessible healthcare technology been more important. Image courtesy of Collective Health.

Healthcare 80

Healthcare Pharmaceutical Government Omnichannel 80

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. McKinsey and Company, The global case for customer experience in government.

Government 80

Government Customer Service Compliance CX 80

Execs In The Know

MARCH 22, 2023

You can check out their perspectives below, or read and download the full CX Leaders Trends & Insights: 2022 Corporate Edition report here. Paul Brandt Chief Experience Officer Pg. So it is exciting to see that, for a majority of CX leaders, the shift to WFH over the last few years has been positive.

CX 52

CX Contact Center Start-ups Education 52

Logicalware

AUGUST 26, 2021

There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Zendesk

JUNE 3, 2021

Social media isn’t just the tool of teens—over the past year, it has quickly become one of the fastest-growing channels for customer support, with tickets up 181 percent since the start of the pandemic. Now, more than ever, customers are looking to connect with brands on their favorite social media platforms. Table of contents.

Social Media 98

Social Media Social Listening Start-ups Omnichannel 98

Qualtrics

DECEMBER 3, 2021

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. Read our analysis and tips on balancing labor shortage with great CX. Key labor statistics.

Customer Experience 49

Customer Experience Hospitality Hospitality Non-Profits 49

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service.

CX 73

CX Start-ups Omnichannel Technology 73

SugarCRM

APRIL 3, 2020

We live in a world that is increasingly connected and with this connection, the importance of the global economy only grows. When uncertainty affects one of the major players in the global economy, it ripples throughout the world like a stone cast into water. That is what excellent CX is all about, a partnership with your customers.

CX 33

CX Customer Loyalty Government Customer Satisfaction 33

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. These stats demonstrate the value of offering excellent customer service.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Zendesk

FEBRUARY 10, 2023

Simply put, customer experience (CX) is how customers perceive all of the interactions they have with a company at any given point in the buyer’s journey. Staying on top of the latest data, trends, and statistics can help CX teams identify what they already excel at and where they can improve.

Customer Experience 98

Customer Experience AI Contact Center CX 98

Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. They’re not the only ones: research by Facebook in 2020 uncovered that 63 percent of global shoppers enjoyed discovering items they weren’t actively looking for. NFTs & the branded economy.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. CHAPTER 4.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

Zendesk

MARCH 9, 2023

With 74 percent of business leaders saying that customer service has become even more important due to the economic downturn, companies must ensure that their service teams are set up for success. Meanwhile, customers want better service—especially since the pandemic—and they’re growing impatient for it.

Education 52

Education CX Customer Retention Business Growth 52

Qualtrics

JUNE 30, 2020

We felt very strongly about that — the world is changing around us rapidly, but our customers still wanted to connect. Because it was a fully digital experience, we had all the Adobe Analytics data on what people actually were doing and that revealed some very particular trends. Hear the full interview: Read full transcript.

Start-ups 26

Start-ups Innovation Government Technology 26