ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

ShepHyken

SEPTEMBER 13, 2021

And, that human just had a great experience with Netflix that was, as the author says, is fast, personalized, and effortless. The post 5 Top Customer Service Articles of the Week 9-13-2021 appeared first on Shep Hyken. You’re not just selling to a company. You’re selling to a human in that company. Follow on Twitter: @Hyken.

Customer Service 391

Customer Service B2C B2B Customer retention 391

ShepHyken

SEPTEMBER 6, 2021

State of the In-Store Experience [2021] by Bobby Marhamat. Physical brick-and-mortar locations—retail stores, gyms, restaurants, or otherwise—must now be digital, automated, and personalized to the customer. The post 5 Top Customer Service Articles of the Week 9-6-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

ShepHyken

FEBRUARY 12, 2021

The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Customer Support Channels to Develop in 2021. The key going into 2021 is to take a lesson from effective project management – provide one point of contact for your clients. Going into 2021, consumers want to simplify their lives.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

ShepHyken

NOVEMBER 21, 2023

For example, for whatever reason, they can’t reach their manager or peers, they can interact with the AI-enabled knowledge base and get the answers they need. Organizations need to focus on personalization and customer control in self-service experiences. They no longer compare us to other companies in our industry.

Personalization 241

Personalization Self service Chatbots Customer Support 241

ShepHyken

MAY 31, 2021

The post 5 Top Customer Service Articles of the Week 5-31-2021 appeared first on Shep Hyken. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken.

Customer Service 339

Customer Service Chatbots Customer effort Scripts 339

ShepHyken

MAY 3, 2021

an online retailer of music instruments and audio gear, is dedicated to investing in an “old school” approach when it comes to customer experience and the strategy is all about personalization and relationships. A personalized experience wins over an automated experience. (Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 286

Customer Service Entertainment Banking Marketing 286

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. My Comment: Personalization continues to be a hot topic. Forget Brand Loyalty.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

ShepHyken

FEBRUARY 8, 2021

In our personal lives, Valentine’s Day is our opportunity to express love and appreciation to the people you care about. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. The post 5 Top Customer Service Articles For the Week of February 8, 2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 254

Customer Service B2B Chatbots Self service 254

ShepHyken

SEPTEMBER 20, 2021

My Comment: The business word for 2021 is “empathy.” Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz. Digital Customer Experience Trends Manufacturing Leaders Are Embracing In 2021 by Shalane Layugan. The post 5 Top Customer Service Articles of the Week 9-20-2021 appeared first on Shep Hyken.

Customer Service 46

Customer Service B2B B2C Advertising 46

ShepHyken

SEPTEMBER 27, 2021

EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. CMSWire) The better the experience, the more likely that person will return and give the brand their business. Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article.

Real estate 51

Real estate Customer Service Journey mapping Entertainment 51

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. 2021 and Beyond Loyalty Strategy by Retail TouchPoints. With the right loyalty strategy, 2021 could be your brand’s year to shine. Follow on Twitter: @Hyken.

Customer Service 213

Customer Service Marketing Personalization Customer Experience 213

ShepHyken

DECEMBER 13, 2021

That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. (Chain Store Age) Customer service can make — or break — the shopping experience.

Customer Service 206

Customer Service Call Center Customer Experience Customer Support 206

ShepHyken

NOVEMBER 1, 2021

Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. This is across any and every touchpoint, from online to in-person to everywhere in between. How to Create a Positive Customer Experience Through Personalization by Greg Chen. My Comment: I was intrigued by this article.

Customer Service 206

Customer Service B2B B2C Personalization 206

ShepHyken

AUGUST 30, 2021

The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. Retail Customer Experience) Angelo Coletta, the founder of Zakeke, defines personalization and customization within the retail customer experience and the vastly different benefits provided both in-store and online. My Comment: I love this topic.

Customer Service 42

Customer Service B2B Benchmark Personalization 42

Beyond Philosophy

DECEMBER 25, 2021

It’s also one of seven significant lessons that 2021 taught us. In this episode, we explore the seven things we learned professionally and personally in 2021 and what they mean for your customer strategy in 2022. What is Our Personal and Business Learning for The Year appeared first on CX Consulting.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

ShepHyken

MARCH 29, 2021

Deep Dive: How Sweetwater Builds Software and Personalized Experiences by Jamie Grill-Goodman. For this article, as the title suggests, we’re going to take a “Deep Dive” into the technical side of Sweetwater and how they build personalized experiences, which leads to loyalty. They can (and will continue) to coexist.

Customer Service 206

Customer Service Personalization Customer Experience 206

Beyond Philosophy

JUNE 25, 2021

The question on everyone’s mind is how do you know if the person is telling the truth about their vaccinated status? 22 April 2021. Updated 3 June 2021. 7 June 2021. < 21 April 2021. 7 June 2021. < 22 May 2021. 7 June 2021. < 7 June 2021. < 31 March 2021.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

TechSee

MAY 19, 2021

Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.

Technology 159

Technology Customer Service Technical Support Self service 159

CCNG

DECEMBER 11, 2024

Moreover, it has limited knowledge of the world after 2021 because of its static data set. They are empowering enterprises to deliver exceptional service that is instant, personalized, in any language, and on any channel.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . As we end 2021, we are emerging from under the shadow of the pandemic and getting on with life. On the personal side, it has been different areas for me. This personal lesson translates into business, too.

Personalization 195

Personalization Consulting Consulting Quality management 195

Beyond Philosophy

JANUARY 15, 2021

Sharing reviews is way more comfortable online than in person, which is another advantage the digital experience has. The post Vital for 2021 – Digital Nudging Will Revolutionize Your CX appeared first on CX Consulting. it tells you it is a quality item. The crowd, in this case, is probably not wrong about it. Register here.

Airlines 248

Airlines Government Customer emotions Marketing 248

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. In this post, we guide you through integrating Amazon Bedrock Agents with enterprise data APIs to create more personalized and effective customer support experiences.

APIs 128

APIs Enterprise Automotive Customer Support 128

ShepHyken

DECEMBER 6, 2021

The Instant Group) After the unprecedented challenges of the past two years, around 9 in 10 British employees are on the hunt for a new job in 2021. The post 5 Top Customer Service Articles of the Week 12-6-2021 appeared first on Shep Hyken. How to Improve Employee Retention by Zoe Leibling. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Chatbots Customer Care Self service 174

TechSee

JANUARY 26, 2021

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

SharpenCX

NOVEMBER 17, 2021

In Q2 of 2021, Spotify had 172 million premium subscribers worldwide, even more than the year prior. Even when something goes wrong, Spotify delivers a personal and unique customer experience. They make their customer experience as personal as possible. Spotify Finds Success. You could say Spotify is customer-obsessed.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

ShepHyken

DECEMBER 3, 2021

In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

Fonolo

DECEMBER 3, 2020

Aside from the security benefits, bio-authentication technology plays a huge part in eliminating friction (no more clunky, complicated passcodes) and creating opportunities for more personalized services and experiences. 3 Crucial Contact Center Trends in 2021. Smarter self-service options.

Customer Support 160

Customer Support Interactive Voice Response Contact Center Self service 160

ShepHyken

DECEMBER 14, 2020

The 6 Top Customer Experience Trends in 2021 by Julien Rio. 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. ” 8 Customer Experience Trends for 2021 by Steven Van Belleghem.

Customer Service 276

Customer Service Entertainment Customer Experience Marketing 276

TechSee

JANUARY 4, 2022

As 2021 comes to a close, TechSee takes a look back on a memorable year, as detailed in the ‘Year in Review’ article below. Check out our year in review infographic for a visualization of TechSee’s 2021. 2021 Year in Review. Check out our year in review infographic for a visualization of TechSee’s 2021.

Self service 109

Self service Upselling Enterprise Big data 109

ShepHyken

MAY 3, 2021

an online retailer of music instruments and audio gear, is dedicated to investing in an “old school” approach when it comes to customer experience and the strategy is all about personalization and relationships. A personalized experience wins over an automated experience. (Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 156

Customer Service Entertainment Banking Marketing 156

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

ShepHyken

NOVEMBER 27, 2020

A great customer survey will be targeted to the right people, be as distinct as possible, and be void of personal questions and biased opinions. Read Shep’s latest Forbes article: Ten Business Predictions for 2021. As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

AWS Machine Learning

NOVEMBER 13, 2023

Businesses use their data with an ML-powered personalization service to elevate their customer experience. Amazon Personalize accelerates your digital transformation with ML, making it easier to integrate personalized recommendations into existing websites, applications, email marketing systems, and more.

Personalization 112

Personalization APIs Accountability Engineering 112

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. Personality types and profiles are very important. Justin’s word of the year for 2021 is “integration”. The post CX4Now: Customer Experience Leaders Share Their Industry Trend Predictions for 2021 first appeared on Fonolo.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. That number is up from 11.8%

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293