ShepHyken

FEBRUARY 3, 2025

Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode. A set it and forget it approach wont engage todays consumers.

2025 74

2025 Article Customer Service Loyalty Programs 74

ShepHyken

MARCH 30, 2025

My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. How Consumer Feedback Shapes Customer Experience by Jessica Aleman (FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries. Connect with Shep on LinkedIn.

2025 70

2025 Article Customer Service Magazine 70

Calabrio

MARCH 10, 2025

Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. Top Providers: Talkdesk, Five9, Amazon Connect 2.

Call Center 52

Call Center 2025 Contact Center Virtual Agent 52

ShepHyken

MARCH 24, 2025

by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human. You no longer run out of razor blades, dog food, and other consumable products used on a regular basis.

Article 74

Article 2025 Customer Service Healthcare 74

ShepHyken

MARCH 10, 2025

Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are. Connect with Shep on LinkedIn.

2025 70

2025 Article Loyalty Programs Customer Service 70

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. Obviously, this raises legitimate concern: Will an outsourced customer support partner embrace your company’s core values when connecting with your clients and customers?

Contact Center 156

Contact Center Culture 2025 Customer Service 156

ShepHyken

OCTOBER 13, 2024

The CX Trends to Watch in 2025 by Melanie Mingas (CX Network) From data utilization to consumer tech and the role of CX in business, there are big changes on the way for CX in 2025 My Comment: It’s hard to believe we’re less than three months away from 2025. Connect with Shep on LinkedIn.

Article 70

Article 2025 Customer Service 2024 70

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Just 36% of contact centers report having a true omnichannel setup thats foundational to enabling the experiences that more and more consumers are after.

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

Maru Group

APRIL 3, 2025

With this in mind, every few months Maru UK run a detailed Cost-of-Living survey, to keep an eye on how consumer opinion of the crisis may be changing, and looking in depth at peoples emotional response and how this translates to real world behaviour, so that we can help businesses predict consumer actions in the months to come.

Consumers 52

Consumers 2025 Travel Financial 52

BirdEye

APRIL 13, 2025

In 2025, Pinterest UK is no longer just a digital mood boardits a fully-fledged marketplace where discovery, inspiration, and shopping seamlessly collide. Pinterest marketing UK lets brands ride the wave of cultural moments and consumer moods with laser precision. But how exactly do you turn passive scrollers into paying customers?

2025 52

2025 E Commerce Social Media Retail 52

TechSee

JUNE 10, 2021

The number of electronic devices connected to the Internet of Things (IoT) has skyrocketed, and the trajectory is expected to continue. By 2025, the IDC predicts that the number will rise to 41.6 of data by 2025. . Beyond consumer preference for self-service, the technology is advantageous to the company. billion devices.

Innovation 207

Innovation 2025 Transportation Consumers 207

CSM Magazine

OCTOBER 24, 2024

UK ecommerce retailers will widen their adoption of artificial intelligence (AI) to include solutions that improve and streamline post-purchase experience in 2025. Current AI adoption by UK online retailers in 2024 Planned AI adoption by UK online retailers in 2025 1. Gen AI for translations and copy writing – 57% 1.

2025 52

2025 Roadmap Retail 2024 52

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. As consumers, we expect more than the flexibility of multiple channels.

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives.

Connections 52

Connections Marketing 2025 Rewards Programs 52

Optimove

JANUARY 15, 2025

Why it Matters: For Optimove, this day isnt just about reflectionits a rallying cry to embrace customer-led marketing and leverage the tools that help businesses stay connected with their customers in the most relevant and impactful ways. Consumers are no longer tolerant of one-size-fits-all campaigns.

Connections 52

Connections Insights Download 2025 52

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world. Connect with Shep on LinkedIn. Average won’t cut it.

Article 77

Article 2024 Customer Service 2025 77

BirdEye

MARCH 28, 2025

Why multi-location businesses must prioritize Google Maps SEO in 2025 In 2025, Google Maps is no longer just a navigation toolits a powerful engine for discovery, engagement, and trust-building. For multi-location businesses, it play a pivotal role in connecting with local audiences across every branch or region.

2025 52

2025 Multi-Channel Social Media Demo 52

ShepHyken

JANUARY 26, 2025

Consumers Crave More Than Discounts From Loyalty Programs by John Pedini (Forrester) Most global consumers belong to at least one loyalty program, including 90% of online adults in the US, in Europe-5 (88%), and in Australia (93%). Most agree that loyalty programs make them feel more connected to the brand.

Article 66

Article 2025 Customer Service Loyalty Programs 66

CSM Magazine

JANUARY 3, 2025

This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies. High Costs: Hiring and training multilingual staff is expensive and time-consuming.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. Now, the similaritiesandwhat you can learn from your consumer counterparts. They are looking for real connection, real accomplishment. See her predictions for customer growth teams in 2025 here.

B2B 52

B2B Consumers B2C 2025 52

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. Connect with Shep on LinkedIn. to get the report. You may think I am crazy.

Article 70

Article Customer Service 2025 2024 70

ShepHyken

DECEMBER 1, 2024

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. So, I’ve compiled over 30 customer experience statistics you should know for 2025. Connect with Shep on LinkedIn.

2024 77

2024 Article Customer Service 2025 77

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. of midmarket consumer products businesses, according to new research from SAP Insights.

Article 62

Article Customer Service Loyalty Programs 2024 62

Optimove

JANUARY 1, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. Now, 2025 will be the year humans wrest control of GenAI to ensure it is properly used to deliver real-time, precision marketing messages.

2025 52

2025 Marketing Omnichannel Touchpoint 52

Alida

JULY 17, 2017

Creating shared value is essential for developing an authentic brand and truly connecting with customers. Develop personal connections with customers. The 2017 Customer Intelligence Summit had a lot to tell us about personal connections. How do insight communities foster this personal connection? Stop using spam surveys.

2017 172

2017 Customer Experience Hotels 2025 172

BirdEye

MARCH 3, 2025

Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Customer service : Customers want to connect through the most familiar channels, whether thats chat, phone, email, or social messaging platforms.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Customer service : Customers want to connect through the most familiar channels, whether thats chat, phone, email, or social messaging platforms.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. Consumers benefit too. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits.

2025 116

2025 Insurance Consumers 2021 116

BirdEye

MARCH 27, 2025

Its a powerful tool for driving credibility, improving search rankings, and connecting with potential customers even if youre 100% online. Now that you know your online or hybrid model qualifies, lets explore why having a Google Business Profile is more than just a box to checkits a critical tool for your brands growth in 2025.

2025 52

2025 Consulting Insights Demo 52

Alida

JUNE 30, 2017

Vehicle sales are softening, and car ownership is down, especially among younger consumers. Mobility platforms and car sharing apps are giving consumers more reasons to forego owning a car, especially in urban areas. Doing so requires understanding the evolving needs of consumers, including Millennials and Gen Z.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

CSM Magazine

OCTOBER 21, 2024

According to a report by Gartner, AI is expected to handle up to 70% of customer interactions by 2025, and call centres in the Philippines are leading this shift toward automation. According to PwC, 82% of consumers want more human interaction in customer service, even as technology becomes more prevalent.

Innovation 52

Innovation Customer Experience Omnichannel Social Media 52

Eptica

APRIL 1, 2020

Date: Wednesday, April 1, 2020 Author: Steve Nattress What will customer self-service look like in 2025? Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect. The importance of video connectivity in today’s crisis. Published on: April 01, 2020.

2025 75

2025 ROI 2020 Hotels 75

Interactions

OCTOBER 29, 2024

Generative AI has swept the imaginations of both consumers and business leaders with remarkable speed. 6 Criteria for Gen AI Investments Gartner predicts that by 2025, Gen AI will be embedded in 80% of enterprise Conversational AI offerings, up from just 20% in 2023. So, yes, Gen AI is coming to the contact center. Is it an API model?

Contact Center 62

Contact Center 2025 Social Media 2023 62

TechSee

JANUARY 24, 2019

Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The human-interaction drives a personal connection as agents can pick up on customers’ body language and tone of voice.

Contact Center 141

Contact Center Financial Document 2025 141

Blueshift

DECEMBER 22, 2024

Many struggle to deliver timely and meaningful interactions, which leads to missed opportunities for building deeper connections. Personal finance institutions face pressure to engage customers with personalized, relevant experiences in an increasingly competitive market.

Consumers 52

Consumers 2025 Financial Customer Satisfaction 52

Blueshift

DECEMBER 22, 2024

Many struggle to deliver timely and meaningful interactions, which leads to missed opportunities for building deeper connections. Personal finance institutions face pressure to engage customers with personalized, relevant experiences in an increasingly competitive market.

Consumers 52

Consumers 2025 Financial Customer Satisfaction 52

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, its clear that caution is in the air. Consumers are spending as hesitantly as businesses. Obviously, this raises legitimate concern: Will an outsourced customer support partner embrace your companys core values when connecting with your clients and customers?

Contact Center 156

Contact Center Culture 2025 Customer Service 156