InMoment XI

DECEMBER 10, 2024

With InMoments social listening tool , you can track brand and product mentions to see what customers have to say. This approach keeps you in the loop regarding customer experiences so that you can make proactive improvements. Customer Retention Versus Customer Acquisition ( [link] ). Accessed 12/09/2024.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.

Article 77

Article 2024 2025 Customer Service 77

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Article 70

Article 2024 Customer Service Loyalty Programs 70

eglobalis

APRIL 6, 2025

IBMs Watson AI reduces contact center staffing needs by improving resolution speed and accuracymaking customer service a profit lever. Enabling Customer Revenue Growth and Competitive Advantage While cutting costs preserves value, growing revenue creates new value often more compelling in strategic B2B decisions.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day. Accessed 10/11/2024. Accessed 1014/2024.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

2024 70

2024 Article Customer Service Magazine 70

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Customers’ expectations continue to rise. Average won’t cut it.

Article 77

Article 2024 Customer Service 2025 77

InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Must-know customer service statistics of 2024 ( [link] ).

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? What is Customer Experience Automation? Organizations that invest in AI and automation report that it has helped them better serve customers. Accessed 10/29/2024.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

2024 77

2024 Article Customer Service 2025 77

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. What Customer Service Trends Should You Jump On Now? Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Connect with Shep on LinkedIn.

Article 80

Article Customer Service Social Media 2024 80

InMoment XI

NOVEMBER 26, 2024

Check out InMoment’s XI Platform to see how you can uncover customer insights in every form of customer feedback to create a more efficient customer journey! Must-know customer service statistics of 2024. ( [link] ). Accessed 10/8/2024. Accessed 10/8/2024. Accessed 10/8/2024.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

DECEMBER 3, 2024

It enables real-time analysis of key metrics to uncover customer insights and predict behavior. As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution. Accessed 11/28/2024. Accessed 11/28/2024.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

ShepHyken

JANUARY 7, 2025

We have crossed over into the new year, and 2024 is now a history lesson. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. 1 episode of 2024.

2024 80

2024 Article 2025 Workshop 80

InMoment XI

OCTOBER 14, 2024

Accessed 10/07/2024. 108 Customer Service Statistics & Facts You Must Know for 2023 ( [link] ). Accessed 10/07/2024. Accessed 10/07/2024. Accessed 10/07/2024. Accessed 10/07/2024. Does adding one more question impact survey completion rate? ( [link] ). FluidSurveys. PeoplePulse.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

NOVEMBER 22, 2024

Customer satisfaction results in positive reviews and testimonials. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget. Happy and loyal customers give you a competitive edge by consistently choosing and advocating for you over other companies. Accessed 11/20/2024.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. Here are my top five picks from last week.

Article 74

Article Customer Service 2024 2025 74

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.

Article 70

Article 2025 Customer Service 2024 70

eglobalis

JULY 31, 2024

SAP Customer Experience solutions include SAP Marketing Cloud and SAP Commerce Cloud, which help businesses deliver personalized customer experiences and manage digital commerce efficiently. These technologies will enhance accessibility and provide a more natural and convenient customer interaction.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Article 74

Article 2025 Customer Service 2024 74

Experience Investigators by 360Connext

JULY 9, 2024

We’ll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors. Curious about how AI can elevate customer engagement and productivity?

2024 284

2024 Fashion B2C Hotels 284

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information. My Comment: Customer support is going to get better!

Article 70

Article Customer Service 2025 2024 70

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Nicereply Dashboard 8.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

OCTOBER 23, 2024

Customer experience in credit unions Credit union members expect smoother interactions than ever before. Follow these steps to enhance their satisfaction levels: Provide omnichannel customer support. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 14, 2024

Sentiment analysis also helps with effective customer service. Customer Experience : The ability to track feedback and customer sentiment enables prompt issue resolution. As a result, you can enhance customer loyalty by adopting a proactive approach to customer service. Accessed 11/06/2024.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. Its much more powerful and important than just service.

Article 62

Article Customer Service Loyalty Programs 2024 62

InMoment XI

OCTOBER 30, 2024

For instance, with the help of a customer feedback questionnaire , you can ask targeted questions that give you relevant information. The data can help you make immediate adjustments to customer service operations. Be transparent with your customers. Accessed 10/17/2024. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 177

2024 Sales Customer Service Sports 177

InMoment XI

JANUARY 9, 2024

Ensure Timely Response, Delivery, and Resolution Great customer service is a major component of great CX. This means ensuring timely response, delivery, and resolution of issues; it means attending to customer needs and solving their specific problems. Access 1/3/2024. Access 1/3/2024. Access 1/3/2024.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs.

2024 195

2024 Social Media Innovation Document 195

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

2025 74

2025 Article Magazine Customer Service 74

InMoment XI

DECEMBER 18, 2024

Utilize Contact Center Automation with InMoment Contact center automation performs the analytical heavy lifting so your agents can focus on delivering personalized customer service. It helps reduce operational costs while boosting the value of your customer-centric approach. Accessed on 12/18/2024. References Invoca.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 17, 2024

How satisfied were you with the timeliness of our customer service response? How helpful did you find our customer service representatives to be? Collect feedback on the value provided by customer support, including the knowledge and responsiveness of the representatives. Accessed 10/10/2024.

Feedback 195

Feedback Insights Customers Banking 195

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

2024 98

2024 Innovation Customer Service Omnichannel 98

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 156

2024 Sales Customer Service Sports 156

ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Here are my top predictions for 2024. So, here are my top predictions for 2024. Our customers are smarter than they were last year (again).

2024 101

2024 Customer Service Workshop Customer Service Training 101