Lumoa

APRIL 28, 2024

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. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Customer Think

APRIL 23, 2024

Behind every great customer experience (CX) is a happy, satisfied customer. According to Zendesk’s 2023 CX Trends Report, 60% of consumers choose to purchase from a brand over another based on the service they expect to receive So, it’s no wonder that more and more companies are focused on providing the best customer experience.

Customer Experience 69

Customer Experience CX Customer Loyalty 69

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement.

AI 138

AI CX Business Growth Innovation 138

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience ML Social Media CX 83

Zendesk

JANUARY 17, 2024

As Zendesk unveils its sixth CX Trends report, it’s become clear that the CX landscape is undergoing sweeping changes. And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX.

CX 69

CX AI Technology Technology 69

Futurelab

MARCH 20, 2022

Their findings are presented in The 2022 State of CX Report. 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. But how well is it being executed? Be wary of it. and Europe.

CX 130

CX CX Transformation Government Start-ups 130

Uniphore

JANUARY 21, 2022

How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Healthcare leaders need to rethink their CX strategy. In fact, the KFF reports that 62 percent of members don’t understand their coverage options. Download the Article.

Healthcare 246

Healthcare Artificial Intelligence CX Compliance 246

Inside Customer Service

JANUARY 20, 2022

Judy Weader is a senior analyst at Forrester who researches the field of customer experience (CX). Is the CCO role a fad or a real trend? Both Bliss and Weader agree that a CCO doesn't necessarily need departments reporting to them such as customer service, marketing, or sales. "I Is the CCO role a fad or a real trend?

Contact Center 130

Contact Center CX Sales Customer Experience 130

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. And how can CX leaders navigate this new terrain to reach new heights? The 2022 State of CX Report presents these findings.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Zendesk

JANUARY 31, 2024

Welcome back to part two of our conversation with Joey Edwards-Lebair, Zendesk’s Senior Customer Insights Manager and lead researcher for our annual CX Trends report. Beyond the important role of AI going forward, Edwards-Lebair shares his thoughts on some of the emerging challenges for CX leadership.

AI 59

AI CX Customer Experience Customer Service 59

CSAT.AI

JULY 12, 2023

Customers Want Better Service and CX Customers are demanding great CX. Companies Want to Get Better CX Results Microsoft surveyed businesses from multiple continents for their 2023 report: Global State of Customer Service Sophistication. The Zendesk Trends Report acknowledged that AI is a driver in CX.

AI 87

AI CX Gambling Sentiment Analysis 87

Zendesk

JANUARY 17, 2024

From greatly reduced CX costs to improved customer affinity, the era of intelligent CX will deliver a new level of connection between customers and the organizations they purchase from. Now in its sixth year, our annual CX Trends report is the biggest and most important to date.

CX 52

CX Artificial Intelligence AI Touchpoint 52

Uniphore

AUGUST 6, 2021

Sheila McGee-Smith, Leading CX Industry Analyst – McGee-Smith Analytics, discusses the importance of curated knowledge. According to a Calabrio report on the health of the contact center, 60 percent of agents said they needed better tools to handle increasingly complex customer interactions. Drowning in Complexity.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Download the full industry report FREE: The State of the Contact Center 2020 .

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. And that’s the driving force behind most of this year’s trends. ” — Shep Hyken , CS & CX Expert and NYT Bestselling Author at hyken.com. . ” — Shep Hyken , CS & CX Expert and NYT Bestselling Author at hyken.com.

Contact Center 159

Contact Center NPS CX Customer Service 159

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Staying on top of trends means that your organization won’t fall behind. 7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

DMG Consulting

MARCH 27, 2024

Enabled by the processing power of the cloud, next-gen WFM solutions can make real-time suggestions and changes in forecasts and schedules previously bogged down in administrative oversight, reducing overhead costs while significantly improving the CX and EX. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Fonolo

OCTOBER 20, 2020

Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. You can download the complete report for free here. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19.

Contact Center 126

Contact Center CX Education Start-ups 126

CSAT.AI

JUNE 14, 2023

Here are some customer experience memes I created based on stats to encourage raising your CX. 52% of customers will change providers after one negative impression (Zendesk CX Trends Report 2023) It doesn’t take much to turn customers away. Integrate your service channels to smooth your CX.

Customer Experience 69

Customer Experience Sentiment Analysis AI CX 69

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

Lumoa

JANUARY 8, 2024

This feature distills lengthy feedback into concise reports. Advanced Reporting and Visualization: Data can be dry, but not with this feature. It turns analysis into visually appealing reports, making them easier to grasp and act upon. .’ It’s a deeper dive into the customer psyche. Ain’t that powerful?!

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Intercom

FEBRUARY 1, 2024

We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?️ I think we’ve crossed the threshold in 2023.”

Customer Service 97

Customer Service AI Technology Technology 97

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

CSAT.AI

NOVEMBER 2, 2022

These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides. However, the clear connection between CX and EX makes the investment in better paid, more engaged employees a driver of improved customer experience and potentially increased revenue.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. To begin, you’ll need to start with understanding CX research best practices. What happened? Let’s get started !

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

CSAT.AI

JANUARY 12, 2023

The new year brings new trends besides inflation, staffing issues and severe weather. Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them. This year is all about bringing the in-store experience home.” – Ty Givens, Founder and CEO, CX Collective. Improving CX.

Customer Service 85

Customer Service Sentiment Analysis Contact Center CX 85

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. Customer Experience in E-commerce Trend Predictions for 2023.

E-commerce 83

E-commerce Customer Experience Social Media AI 83

Sprinklr

OCTOBER 14, 2021

Social listening helps you reach across this feedback ecosystem for insights into customer experience (CX) and new opportunities for business value. The right CX solution helps you generate social listening reports for a comprehensive view of customer data. These reports, in turn, suggest actions your business should take next.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

Zendesk

MAY 25, 2022

I have been working in CX for six or seven years. But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. So if you’ve just dropped in on the CX scene, let me help you get up to speed.

CX 98

CX Social Media Start-ups Sports 98

Zendesk

JANUARY 17, 2024

The Zendesk Customer Experience Trends Report 2024 dives into why intelligent customer experience is so important. This article highlights some of the key takeaways from that report, including what makes an effective ICX, how it builds on the customer experience , and how you can implement it in your operations.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

Customer Think

JANUARY 22, 2024

The findings of the Zendesk annual Customer Experience (CX) Trends Report signal a rapid transition towards intelligent CX and an undeniable transformation of the customer journey.

CX 59

CX AI Customer Experience Technology 59

Zendesk

FEBRUARY 14, 2024

According to our 2024 CX Trends report , 65 percent of CX leaders see AI as a strategic necessity and reality—one that has rendered previous operations outdated and obsolete. Excited about AI, but not sure where to get started? You’re not alone.

AI 59

AI Voice of the Customer CX Customer Experience 59

Customer Think

APRIL 11, 2023

Customers dissatisfaction is steadily growing with nearly 70% of consumers reporting they want companies to improve their experiences, according to the 2023 CX and Communications Consumer Insights report. While customers have high expectations, smart […]

Customer Experience 64

Customer Experience CX 64

Zendesk

JANUARY 25, 2024

Our guide details the benefits, best practices, trends, and ways to use AI call center tools for voice and digital channels. Increase customer satisfaction According to the Zendesk CX Trends Report 2024 , 81 percent of consumers say the quick and accurate resolution of issues or complaints heavily influences their decision to purchase.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. Managers receiving your report will be mis-led.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

SurveySensum

MARCH 15, 2024

But SurveySensumis not just a simple market research tool, it is a full-fledged CX service that comes with expert CX consultation who will help you achieve your business goals and make your process a success. This helps the user get a detailed report on the issues that can emerge. All of this in a few seconds.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Zendesk

JANUARY 18, 2024

As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX). According to our CX Trends Report, 65 percent of CX leaders see AI as a strategic necessity, making AI transparency a crucial element to consider.

AI 52

AI Artificial Intelligence Legal Machine Learning 52