Shep Hyken

JANUARY 4, 2023

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.

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Customer Service Customer Experience B2C B2B 124

Customer Think

JANUARY 4, 2023

This blog is co-authored by Makesh Gupta and Rena Yu Ning Wang, and it is about our journey participating in the SAP.iO journey, with the idea of building a SAP Live Shopping Platform. This was originally posted on the SAP Community blog and has b.

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Innovation 116

Zonka Feedback

JANUARY 4, 2023

If you are into SaaS business, who can know better how challenging it is to take it towards heights of success. SaaS products solve a variety of problems for their users. But for every problem and task, there are a number of products available in the market which makes SaaS a competitive market. Ensuring customer satisfaction becomes even more necessary in such a market.

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Customer Feedback Customer Satisfaction 98

Customer Think

JANUARY 4, 2023

I’ve been catching up on my advocacy behavior reading, as always looking to better understand how exemplary performers execute at the intersection where brand, customer, and employee advocacy behavior meet. A recent book that has particularly caught my attention is Fanocracy, by noted business growth strategist and advisor David Meerman Scott and his daughter.

Business Growth 98

Business Growth Customer Loyalty 98

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Zonka Feedback

JANUARY 4, 2023

With the emergence of new business technologies such as cloud, Augmented Reality (AR), Artificial Intelligence (AI), Virtual Reality (VR), Machine Learning (ML), and a bunch of others, the expectations of today’s customers are constantly revamping. For industries, it is not enough to focus solely on developing software that increases client assistance rates.

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Artificial Intelligence ML Machine Learning Customer Experience 98

CSAT.AI

JANUARY 4, 2023

You survived the holidays and you’ve got new customers! Now what? In our November blog on customer segmentation , we talked about the value in grouping your customers by separate criteria to streamline customer service and to identify who your real customers are. The holidays bring an opportunity with an influx of new customers. To make the most of these new relationships use segmentation of holiday customers to your advantage.

Net Promoter Score 78

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 78

The DiJulius Group

JANUARY 4, 2023

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience. In this episode, we’re explaining the reason for all. Read Full Article.

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Customer Experience Customer Satisfaction Customer Service 59

Customer Think

JANUARY 4, 2023

Process improvements in the call center, easier online search facilities, more efficient order fulfillment, easier to navigate stores, more helpful staff. None of these or countless other performance criteria sound especially sexy. Customer Experience or CX may sound sexy, but much of the real work in delivering a superior customer experience is better execution on […].

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CX Customer Experience 69

MyCustomer Experience

JANUARY 4, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 4th Jan 2023. By Rhys Fisher Staff Writer.

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CX Customer Experience 52

Zendesk

JANUARY 4, 2023

Reports from the Intergovernmental Panel on Climate Change (IPCC) have been increasingly urgent: Humans aren’t reducing CO2 emissions sufficiently to keep the warming of the planet below 1.5°C. If we don’t ramp up our efforts to reduce emissions exponentially, entire regions could become deserts, coastal cities could plunge below water, and famine and epidemics could occur in the future—the predictions are terrifying.

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Manufacturing Construction Finance Start-ups 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

MyCustomer Experience

JANUARY 4, 2023

In today's competitive market setting, an optimised customer experience (CX) is a must. Modern-day B2B customers seek friendly service, 4th Jan 2023. By HazelRaoult.

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CX Sales B2B Customer Experience 52

DMG Consulting

JANUARY 4, 2023

Getting a Great Start in 2023. Welcome to 2023. It’s a new year which gives us a fresh start; one with new opportunities, hopes, and challenges. This is also the case for your contact center and other front and back-office service and sales organizations. While we cannot forget the past, we can’t alter it, so let’s concentrate on what we can influence and change – the future – and, the opportunities have never been better.

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Contact Center Text Analytics Start-ups Retail 48

MyCustomer Experience

JANUARY 4, 2023

The marketing sector often likes to classify years like objects in a curiosity cabinet. Broadly filed under chaos, the labels for 2020, 11th Jan 2023. By Mark Debenham VP Growth Marketing and Marketing Operations.

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Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. That’s a statistic worth taking note of, that there are many who choose to remain silent and though you think you may be doing extremely well, you may actually not be!

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Contact Center Customer Satisfaction Net Promoter Score NPS 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

MyCustomer Experience

JANUARY 4, 2023

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put. 4th Jan 2023. By Colin Shaw Founder & CEO.

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