Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. 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. Watch the video or read on for the highlights! says Sheri.

Contact Center 142

Contact Center CX Gaming AI 142

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more.

CX 97

CX CXM Customer Journey Map Education 97

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Does that mean the quest for improved CX isn’t worthwhile?

CX Transformation 99

CX Transformation CX VOE AI 99

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction? The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Intercom, Inc.

OCTOBER 22, 2020

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. Taking a holistic approach to CX. Here’s Nate: “As Annette Franz would say, ‘A CX change is culture change.’ Voice of the customer.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. Are you facing trouble in integrating different customer service platforms?

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution!

CX 97

CX CXM Customer Journey Map Sports 97

Intercom

APRIL 25, 2024

In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? But AI is reliant on human input.

AI 52

AI CX Customer Service Technology 52

Zendesk

MAY 8, 2023

With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount. Here are three ways software and cloud services companies can use AI to control costs: 1. The AI revolution has arrived just in time. ” How Unity saves $1.3

AI 98

AI CX Customer Satisfaction Omnichannel 98

Steven Van Belleghem

FEBRUARY 3, 2023

The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. At the end of the day, CX is a 100% human matter. This is not a standalone experience.

Technology 144

Technology Technology CX Machine Learning 144

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Multiple customer support options. Website speed tests.

E-commerce 83

E-commerce Customer Experience Social Media AI 83

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. “The Have you ever gone to a website and couldn’t find the number to call?

Contact Center 126

Contact Center CX NPS Start-ups 126

Zendesk

MARCH 20, 2024

What is customer service quality assurance? Customer service quality assurance (QA) is a systematic process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to enhance the overall customer experience. Restaurants don’t attain Michelin-star status by chance.

Customer Service 52

Customer Service Net Promoter Score AI NPS 52

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Take, for instance, a brand that consistently delivers quality products, and excellent service, and values its customers.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Lumoa

APRIL 3, 2023

We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. I see CX as a Service.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. This data can reveal common customer issues, preferences, and trends.

AI 90

AI Customer Service Sales Customer Satisfaction 90

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 120

Customer Experience AI Outlook CX 120

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). You can’t have a consistent and predictable CX without an EX to support it. .

Customer Experience 116

Customer Experience AI CX Technology 116

CSAT.AI

JULY 12, 2023

The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget. Customers Want Better Service and CX Customers are demanding great CX. Shep Hyken conducted a 2020 study that showed, “96% of customers will leave you for bad service.”

AI 87

AI CX Gambling Sentiment Analysis 87

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. ” Why?

Sports 62

Sports CX Scorecard Touchpoint 62

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. This is not a customer service training class. Customer service is what you do for your customers. Customers pay for their experience, not your product or service. customerservice #customerexperience #custserv #custexp #cx It’s an elective for the B2B or the online/digital industry.

CX 78

CX B2C Hospitality Hospitality 78

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. See for yourself.

Customer Experience 98

Customer Experience AI Contact Center CX 98

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. It includes a variety of factors like customer service interactions and surveys for personalization and user journey optimization. But the question arises – how to do it?

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Shep Hyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Execs In The Know

FEBRUARY 6, 2024

Companies began to realize that customers sought more than just the functional benefits of a product or service; they craved enriching and immersive experiences. Moreover, TX initiatives encourage internal collaboration and provide more comprehensive insights, leading to better product and service design and delivery.

CX 102

CX Business Growth Technology Technology 102

Zendesk

SEPTEMBER 6, 2022

Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). The service landscape may be stark, but we can’t stop making CX a priority and investing in areas where the impact can influence business growth. Investing in CX is an opportunity to grow.

CX Transformation 98

CX Transformation Customer Retention CX Sales 98

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support.

Customer Service 97

Customer Service AI Technology Technology 97

Customer Think

OCTOBER 16, 2023

A happy customer comes from a good customer experience (CX). A good CX requires professional and consistent support throughout the entire customer journey. This means providing high-quality customer service (CS) both before and after the point of sale. But what about small […]

Customer Experience 78

Customer Experience CX Sales Customer Service 78

Lumoa

OCTOBER 20, 2022

It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well. A Good CX Shows What Your Brand Is About. Furthermore, they’re more likely to upsell and cross-sell customers on additional products and services. Let’s look at banks.

Customer Experience 122

Customer Experience Customer Retention Customer Satisfaction Retail 122

Logicalware

APRIL 17, 2024

The financial landscape is evolving, and with it, the expectations on financial services to deliver not just products, but value, understanding, and care to their clients. For contact centres operating within the financial services sector, this has marked a significant shift towards more consumer-centric operations.

Compliance 52

Compliance Finance CX Customer Service 52

Execs In The Know

APRIL 14, 2024

This Brand Spotlight from April’s issue of CX Insight magazine delves into Lovevery’s innovative approach to nurturing customer relationships and how it empowers its support teams to excel in every interaction.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service. The answer is simple: Everyone.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

CommBox

OCTOBER 18, 2023

In recent years, a remarkable transformation has taken place across various industries, ushering in a new era of customer service. These cutting-edge AI tools have become invaluable in enhancing customer experiences and streamlining operations, especially in customer service and support.

AI 98

AI Customer Service CX E-commerce 98