ShepHyken

APRIL 9, 2018

(HubSpot) If artificial intelligence, or AI, feels like a far-off thing of the future, you might be mistaken: In our research, we found that 63% of people don’t realize they’re already using AI technologies. Hubspot’s research found that 63% of people don’t realize they’re using AI technologies.

Net Promoter Score 96

Net Promoter Score Article 2018 Customer Service 96

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

transcosmos Information Systems

MARCH 20, 2018

Since this trend is poised to continue for a long time, businesses should adapt and come up with different strategies to better serve customer demands and needs. Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. Artificial Intelligence Solutions.

2018 76

2018 Customer Service E Commerce E-support 76

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Is this your case? So what should you do?

Technology 88

Technology Information Consumers Retail 88

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017. Provide a Quicker Answer.

2018 75

2018 Blog Customer Service 2017 75

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . At the same time, today’s rapid methods of engagement have conditioned customers to expect immediate response times.

Omnichannel 144

Omnichannel White Paper Contact Center Touchpoint 144

TechSee

APRIL 10, 2019

This initiative is the continuation of Verizon’s efforts to improve customer experience in telecoms, and the results of past CX projects speak for themselves. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S. Business Wireline Satisfaction awards.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Article 14

Article 2018 Customer Service Social Media 14

ShepHyken

JANUARY 15, 2018

Regardless, there’s some interesting stats and facts that confirm that customers like using this simple technology. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

Article 0

Article 2018 Customer Service Banking 0

ShepHyken

SEPTEMBER 3, 2018

(Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage. It found that despite today’s technology-dependent environment, many consumers still prefer human agents to chatbots for their customer service engagements.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

AUGUST 13, 2018

My Comment: Want to get better at customer service? There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. Jeff shares ways on how you can utilize virtual reality technology to enhance the customer’s experience.

Article 123

Article Customer Service 2018 Books 123

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. She’s working on re-evaluating messaging, prospect experience (their software is free for prospects), more onboarding improvements, and specific support initiatives for longer-term customers. Episode Overview.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. The companies involved in mobile app development are now helping both small and medium–sized organizations to excel by embracing these new technologies supported by Artificial Intelligence.

2018 50

2018 Technology Social Media 2021 50

Interactions

MAY 2, 2019

Because of their limitations in handling complex tasks, IVRs are not handling queries, they are simply acting as a traffic guide to usher customers through the customer care maze. This allows companies to scale their contact centers and interact with many more customers. It’s time to consider a technology that delivers.

Technology 67

Technology Contact Center 2018 Banking 67

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. – MIT Technology Review (2017). – Statistica (2018).

Customer Care 45

Customer Care Social Media 2017 Engagement 45

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). 3 Customer Loyalty Trends for 2019 by SmarterCX Team.

2019 68

2019 Article Customer Service 2018 68

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. Customers who canceled because of price are more likely to come back than those who left because of poor service’ – (Source: Georgia State University Study). ‘70%

Blog 111

Blog Customer Experience 2017 Social Media 111

Answer Dash

MAY 7, 2018

“Artificial intelligence will be a mainstream customer experience investment in the next couple of years. 47% of organisations will use chatbots for customer care and 40% will deploy virtual assistants,” ( Gartner ). For more information on customer experience and how to use AI to your advantage, contact us today.

2018 54

2018 Customer Experience B2C B2B 54

Tricia Morris

OCTOBER 22, 2015

The State of Knowledge Management 2014 report from John Ragsdale, the Technology Services Industry Association (TSIA) and Coveo asked participants “If your organization was sharing knowledge as well as they possibly could, how much would it improve the productivity of your team?” Productivity. —————-.

White Paper 104

White Paper 2015 Culture 2014 104

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Financial Institutions. Utility Sector. Telefónica.

Call Center 81

Call Center Telecommunications Banking Financial 81

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 43

Contact Center 2018 Customer Centricity Social Media 43

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

NOVEMBER 7, 2017

Great Clips knows their customers, when they last came in for a haircut, and when they need to come back for the next one. They understand what the customers want and what’s important to them. The Great Clips Five Steps to Customer Care: 1. Greet the customer when they come in, with eye contact.

2018 79

2018 Consulting Customer Care Technology 79

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

2018 40

2018 Social Media 2014 B2C 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. Rules and overview of 2018 can be found here.

2018 40

2018 Social Media 2014 B2C 40

Stella Connect

JANUARY 25, 2018

What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation? Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. In 2018, these structural nuances will need to be addressed.

2018 40

2018 Customer Service Contact Center Omnichannel 40

ChurnZero

JANUARY 8, 2021

Staci Satterwhite, Chief Customer Officer, Khoros. Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Jason Baldree, (First) Chief Customer Officer, Alida. Follow Ken on LinkedIn. .

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., And this number will only keep growing as consumer behaviors evolve, driving brands to look to new technologies to solve those gaps. Final thoughts.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Oracle

DECEMBER 12, 2019

“Despite the insights gleaned about customers through advanced technologies and data analysis, something still seems to be missing for most companies…My classroom experience points to the missing ingredient: emotion…These executives weren’t using the standard language of business. Technology isn’t always the answer.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

2019 59

2019 Omnichannel Customer Care 2018 59

ProProfs Chat

JANUARY 30, 2020

If you invest in customer engagement strategies, you’ll like to see your customers spending more on your services. and will increase to 47.3% – this was estimated for 2018! And delighted customers are equivalent to more revenue for the business. In 2018, 46.5 Source: Amasty ) Tweet this.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Events 49

Events Customer Service Customer Experience Customer Care 49

Team HGS

MARCH 6, 2019

Companies worldwide are putting significant effort and technology investments into improving the customer experience, providing the people, process, and technology to support an omnichannel environment. Institute of Human Resources Development’s (IHRD) “Great HR Practices Award” at the Bangalore HR Summit 2018.

2018 40

2018 Multi-Channel 2019 Magazine 40