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Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . However, 17 years later, far more than my consultancy is talking about it. . In January 2019, two reports struck me, one from Nunwood and one from Forrester.

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When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. In our Customer Experience Strategy consulting, we do research called the Emotional Signature ® , which identifies the things customers don’t say they want but drive a great deal of value. 23 April 2019. <

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Guest Post: Top 5 Ways to Support Your Customers in 2021

ShepHyken

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. You’ll also reduce the chances of the client experiencing two of their biggest pet peeves: Having to explain the situation all over again to a new consultant. By doing so, you simplify matters for the client.

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Are You Ignoring a Key Part of Your Digital Experience?

Beyond Philosophy

Surveys aren’t a reliable source because customers often won’t tell you what they really think. Register to find out more about using these strategies to improve your Customer Experience on the next webinar in this Freshworks series on July 10th 2019: Five Behavioral Economics Practices To Enhance Your Customer Experience.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX

DMG Consulting

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0% of survey participants.

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Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

ShepHyken

speaker, author, and organizational consultant. However, I do recall ending 2019 with a very positive outlook on the year ahead. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. This week we feature an article from Joseph A.