ShepHyken
DECEMBER 21, 2020
My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Nothing fancy here.
ShepHyken
DECEMBER 11, 2019
With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. It was quite long, so I decided to split it into two parts. Stay in touch.
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ShepHyken
DECEMBER 14, 2020
CXM) The digital transformation of companies accelerated significantly in 2020. My Comment: As we end 2020 and head into 2021, there are plenty of experts sharing their predictions and spotting the trends that will help us provide a better CX experience. The 6 Top Customer Experience Trends in 2021 by Julien Rio.
ShepHyken
JANUARY 27, 2020
In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. Wednesday July 29th, 2020 11AM PST, 2PM EST, 6PM GMT. But if you have to beg a customer to give a review or referral, you're doing it wrong.
ShepHyken
MARCH 9, 2020
According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. My Comment: Customer is just a word to describe the person who does business with you.
ShepHyken
NOVEMBER 1, 2020
A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. All five are relevant to almost any type of business, but pay extra attention to number three, which is about self-service and number four, which is predictive personalization.
Speaker: Bryan Horn, Founder, CS Solutions
Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT After the call, you've probably popped a blood vessel.
Speaker: Dennis Snow, President, Snow & Associates
Inspire personal accountability in the workplace. Scale your customer success program without losing that personal touch. Wednesday, July 15 2020 11 AM PST, 2PM EST, 6PM GMT Break down organizational silos, creating a “one organization” mentality. Build “walk-through-fire” customer AND employee loyalty.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Join this webinar with TechStyle Fashion Group, who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.
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