Shep Hyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. .

Customer Service 57

Customer Service CX Sales Customer Experience 57

Inside Customer Service

JANUARY 19, 2023

Being friendly is a basic expectation in customer service. That's easy on some days. You're in a good mood. You enjoy helping people and things are going well. The products or services you support work well and customers are generally happy. Friendliness is more difficult on other days. You just don't feel friendly, warm, or upbeat. Customers are grumpy.

Customer Service 183

Customer Service 183

Callminer

JANUARY 9, 2023

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.

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341

Shaun Belding

JANUARY 17, 2023

The 2022 list of best customer service stories was a tough one. Not only were there a lot of stories to choose from, but a great many of them were stories of great kindness. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 264

Customer Service 264

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Adrian Swinscoe

JANUARY 20, 2023

For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related predictions for 2023 first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

JANUARY 31, 2023

The arrival of ChatGPT just eight weeks ago was a watershed moment. Suddenly it seemed that generative AI might transform industries from education to marketing. And Intercom’s area of focus – customer service – is among those most poised to benefit. However, getting from technological breakthrough to useful applications is far from straightforward.

AI 188

AI Start-ups Technology Technology 188

Inside Customer Service

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach. Unfriendly policies get in the way. Yet, unless you have a giant ego , you need to take some responsibility, too.

Customer Service 188

Customer Service Outlook Start-ups 188

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Customer Think

JANUARY 26, 2023

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

Contact Center 145

Contact Center CX Customer Service Customer Experience 145

Adrian Swinscoe

JANUARY 13, 2023

I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […]. The post Happy employees = happy customers. Achieve both with Punk CX. first appeared on Adrian Swinscoe.

CX 246

CX 246

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

Intercom, Inc.

JANUARY 25, 2023

Every SaaS business faces the same challenge: how to get new customers to realize the value their product can deliver, as quickly as possible. With that in mind, simple, effective onboarding is a must-have within any product, and a crucial element of customer adoption and retention. But it can be surprisingly difficult to effectively communicate the steps your customers need to take.

Engineering 129

Engineering Start-ups Customer Loyalty 129

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. On his blog, he writes excellent pieces about customer service, customer loyalty, internal service, customer relations and customer experience.

Customer Experience 142

Customer Experience CX Innovation B2B 142

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.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. By 2031, the savings could grow to $240 billion.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

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

Customer Think

JANUARY 3, 2023

When mobile phones and computer-based communications first surprised people barely 50 years ago, it was only the beginning of a new transformation and the fourth revolution. The third was the realization of digitalization, which altered how the world is connected thanks to the internet, computers, and mobile phones. However, the fourth revolution, which transformed how […].

Technology 145

Technology Technology 145

Adrian Swinscoe

JANUARY 26, 2023

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing […] The post What the heck is Relative Attractiveness and why it matters? – Interview with Richard Hammond of Uncrowd first appeared on Adrian Swinscoe.

Innovation 190

Innovation 190

Intercom, Inc.

JANUARY 24, 2023

At Intercom, we’ve reinvented different parts of our product many times over the years – most recently, our Messenger. This evolution always starts with one thing: a clear product vision. All products follow the same life cycle: development, growth, maturity, decline. An inevitable slide into decline sounds ominous. And, when products are in this phase, users can feel it: it’s the slow, clunky, dated experience you get when using previous-generation tech.

Start-ups 118

Start-ups ML Sales 118

Steven Van Belleghem

JANUARY 10, 2023

TikTok: What’s Next 2023 Trend Report. The TikTok What’s Next Report 2023 is designed to help marketers understand how consumers’ wants and needs will change in the upcoming year and what that will mean for their strategies, both on and off of TikTok. Its findings are consolidated into three major trend forces: Actionable Entertainment.

CX 134

CX Entertainment AI Engineering 134

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Taylor Reach Group

JANUARY 6, 2023

By Colin Taylor. As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing with for the past two years was really a realignment.

Contact Center 117

Contact Center AI Healthcare Innovation 117

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Customer Think

JANUARY 6, 2023

The metaverse concept has captured the imagination of futurists for decades. With the advancement of blockchain technology, developing a fully-realized metaverse is becoming increasingly possible. The merger of these technologies has the potential to significantly impact the future of customer experience (CX). They can transform how businesses interact with their customers, creating more personalized, immersive, […].

Customer Experience 144

Customer Experience Technology Technology CX 144

Adrian Swinscoe

JANUARY 17, 2023

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […]. The post Customer journey orchestration made easy – Interview with Mark Smith of CSG first appeared on Adrian Swinscoe.

190

190

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. In our latest webinar , we’ve shared a three-pronged approach to help you drive retention and reduce churn. It’s probably fair to say we’re all a bit obsessed with growth. We create our business strategies around driving growth, and look to growth as the key indicator of the health and viability of our companies.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

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. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

Customer Experience 121

Customer Experience AI Outlook CX 121

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

Customer Service 103

Customer Service Retail Education CX 103

Fonolo

JANUARY 12, 2023

Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customer Experience

Customer Think

JANUARY 30, 2023

“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision.

Customer Experience 140

Customer Experience Customer Experience Management Customer Loyalty 140

Adrian Swinscoe

JANUARY 6, 2023

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […]. The post Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD.ID first appeared on Adrian Swinscoe.

CX 190

CX Customer Experience 190

Intercom, Inc.

JANUARY 17, 2023

Designing a product is a balancing act. . At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs. Some customers want a simple, out-of-the-box solution, but others need customizability – that’s where flexibility comes in. . “Opinionated by default and flexible under the hood means our solutions are easy to use out of the box, but can be customized to suit specific needs”.

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

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). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. .

Customer Experience 116

Customer Experience AI CX Technology 116

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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.