ShepHyken

MARCH 10, 2025

How can customer feedback effectively enhance products and services? What role does AI play in analyzing customer churn and retention? Top Takeaways To meet customer needs, businesses must continuously adapt to new expectations and technologies. What worked a couple of years ago may no longer be enough.

Customer Expectations 77

Customer Expectations Net Promoter Score 2023 Customer Satisfaction 77

eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed.

Contact Center 299

Contact Center B2B Competitive Advantage 2023 299

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Hospitality 136

Hospitality Customer Experience Interaction Customer Expectations 136

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. What Is Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. What Is Digital Experience?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Samsung’s mobile line of business, particularly the Galaxy series, has established itself as a leader in the global smartphone market, known for innovation and cutting-edge technology.

E-support 526

E-support Innovation Customer Centricity Loyalty 526

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 450

Customer Experience Social Media 2024 B2B 450

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? This support is essential for transforming ideas into actionable innovations.

Innovation 469

Innovation E-support Culture Customer Centricity 469

eglobalis

APRIL 27, 2025

Step 4: Choose the Right Technology Partner or Platform Decide whether to build in-house or partner. Use a scoring model to assess platforms based on customization, integration capability, compliance support, and user interface. After implementing API gateways, the AI resolution rate improved by 57% (Eglobalis, 2023).

Roadmap 247

Roadmap 2025 2024 B2B 247

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 250

Leadership B2B B2C Net Promoter Score 250

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. The most important of these tools is a customer experience platform.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Case in point: Wearable technology dominates many of the”what’s next” conversations, but studies show users often tire of actually wearing these products within just a few months. How can marketers speak to their next customers, who don’t know what they don’t know? Here are a few ideas.

Marketing 250

Marketing Innovation Transportation Demo 250

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

Retail 146

Retail Social Media Technology Brands 146

Interactions

JANUARY 21, 2025

A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction. Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits.

Connections 62

Connections Poor Customer Service 2009 Virtual Agent 62

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes).

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omnichannel 170

InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

ShepHyken

DECEMBER 29, 2024

Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Brands that deliver outstanding CX grow faster than their rivals because expectation-exceeding experiences make a lasting impression. Connect with Shep on LinkedIn.

Article 74

Article 2025 Customer Service 2024 74

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. How will my customers’ brand loyalty be affected by this transition?

Contact Center 156

Contact Center Culture 2025 Customer Service 156

Experience Investigators by 360Connext

JANUARY 19, 2015

We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality. Consider what customers expect: 71% of online customers expect to receive assistance within 5 minutes of reaching out to a company.

Social Media 278

Social Media Customer Service Call Center Consulting 278

GetFeedback

JANUARY 28, 2020

Customers have multiple options at their disposal. Besides, the competition for customers is fierce these days than ever. The good thing about social media is that it allows you to build strong connections with your customers. Note that your best customers will buy products and come back again to buy some more.

Social Media 322

Social Media Customer Retention Customers Article 322

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Will it require significant engineering hours or new infrastructure?

Feedback 526

Feedback ROI Innovation B2B 526

GetFeedback

AUGUST 14, 2019

Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. Involve them; train them; teach them what they need to know about your customers, the customer experience, customer expectations about the experience, and their impact on the experience. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

DECEMBER 9, 2024

And when 75% of customers expect free returns, whats a retailer to do? Top Customer Experience Trends You Should Watch in 2025 by Scott Clark (CMSWire) Customer experience has become more than just a priority; it’s a competitive differentiator. Connect with Shep on LinkedIn. Thats a lot of returns!

2024 74

2024 Article 2025 Customer Service 74

Experience Investigators by 360Connext

JANUARY 18, 2022

One approach to take is tackling a small part of customer experience each month. Help everyone in the organization connect how their role contributes to the customer experience. These should fit into the bigger themes and still be seen as connected to the CX training, not just generic “service training.”.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. That’s the customer expectation.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

OCTOBER 13, 2024

Of course, AI and technology play a big role in our future, so it makes sense that the interest and capabilities continue to trend in the upward direction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 70

Article 2025 Customer Service 2024 70

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. Customer experience transformation goes beyond cosmetic changes and surface-level improvements. By showing that you understand and care about each individual, you create a stronger emotional connection.

Customer Experience 195

Customer Experience Omnichannel Innovation Loyalty 195

CSM Magazine

OCTOBER 21, 2024

As businesses worldwide seek to improve efficiency while maintaining top-tier service, many have turned to call centre outsourcing in the Philippines to redefine their customer experience. This article explores how the Philippines is leading the way in customer experience innovation.

Innovation 52

Innovation Customer Experience Omnichannel Social Media 52

InMoment XI

OCTOBER 19, 2023

Contact centers work by routing customer inquiries to the most appropriate agents or channels, which enhances efficiency and reduces customer wait times. They rely on technology, such as Interactive Voice Response (IVR) systems, to automate responses and categorize customer requests, ensuring that they reach the right destination.

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

2019 210

2019 Article Net Promoter Score Financial 210

ShepHyken

DECEMBER 22, 2024

A Complete Guide to Customer Service Automation by Najam Ahmed (Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. My Comment: An automated customer service experience can be a good one. Connect with Shep on LinkedIn.

Article 77

Article 2024 2025 Customer Service 77