CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

DECEMBER 29, 2023

The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Achieving a customer-centric organization isn’t an overnight switch. It evolves over time, with incremental enhancements fostering a culture and experience centered around customers. How can we help?

Consulting 221

Consulting Consulting Customer centricity Education 221

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 172

Customer Service Chatbots Self service Customer Care 172

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. My Comment: Another one of my favorite topics is customer loyalty. Does this really work?

Customer Service 36

Customer Service Customer retention Education Surveys 36

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. But this example clearly shows that when the employees—in this case, the radiologists—have a personal relationship with the customer, an emotional commitment, they do a better, more thorough job.

Customer Service 181

Customer Service Marketing Customer retention Customer Experience 181

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers. My Comment : When the economy is down, customers want more value for their dollar.

Customer Service 186

Customer Service Self service Surveys Contact Center 186

Beyond Philosophy

JANUARY 26, 2023

2 : How Customer-Centric is Your Organization? Customer-centricity is foundational to delivering an excellent Customer Experience. They often tell us that they are not customer-centric at all. We measure Customer Centricity on a model from low to high. 5: How Well Do You Predict Customer Behavior?

Customer centricity 195

Customer centricity Construction Education Surveys 195

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

ShepHyken

JULY 10, 2023

Each week, I read many customer service and customer experience articles from various resources. 70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S.

Customer Service 31

Customer Service Customer centricity Customer Experience Technology 31

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors. The problem?

Customer Service 43

Customer Service Customer centricity B2C Entertainment 43

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

FEBRUARY 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Perhaps your customer experience management is on a misguided trajectory. Here are 23 warped and dusty customer experience practices to stop in 2023. Here are my top five picks from last week.

Customer Service 129

Customer Service Government Customer Experience Surveys 129

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). How do they do it?

Customer Service 193

Customer Service Morale Surveys Consulting 193

ShepHyken

FEBRUARY 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Perhaps your customer experience management is on a misguided trajectory. Here are 23 warped and dusty customer experience practices to stop in 2023. Here are my top five picks from last week.

Customer Service 120

Customer Service Government Customer Experience Surveys 120

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023.

Customer Experience 78

Customer Experience Chatbots Feedback Customer Support 78

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. Consequently, so does the demand for a good customer experience. We want to experience something new, something better.

Customer Experience 88

Customer Experience Telecommunications Big data Feedback 88

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. percent in 2023.

Customer Service 41

Customer Service B2B Customer Experience Marketing 41

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 78

Customer Experience Feedback Surveys Analytics 78

ShepHyken

FEBRUARY 13, 2023

Each week, I read many customer service and customer experience articles from various resources. How to Calculate Customer Lifetime Value (CLV) & Why It Matters by Clint Fontanella (HubSpot) The last thing you want is for customers to churn before you recoup the investment required to earn their business in the first place.

Customer Service 25

Customer Service Chatbots Metrics Surveys 25

Upstream Works

DECEMBER 20, 2022

In 2023, it will become table stakes. In 2023, AI should be at the top of the list for contact center leaders, as the earlier deployments during 2022 will be more mature now. This improves the agent experience, especially for those working from home and might not have access to a quiet environment. Noise Suppression.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend. A great resource!

Customer Service 229

Customer Service Customer Experience Surveys Customer Support 229

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Used the right way, it may even help you create more tailored and personalized customer experiences! Often, there is a blurry line between these business strategies and customer experience.

Customer Service 166

Customer Service Personalization Surveys Chatbots 166

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 180

Customer Service Customer retention SaaS Best practices 180

Real Blue Sky

DECEMBER 15, 2022

As we move into 2023, reflecting upon the last few years is essential. From a worldwide pandemic and social distancing to record-high inflation rates, supply chain issues, and staffing shortages, these issues have transformed the digital experience and challenged brands like never before. Having a sudden craving for Krispy Kreme?

Self service 98

Self service Chatbots Wireless Analytics 98

ChurnZero

DECEMBER 14, 2022

To a large extent, this is due to a reliance on outdated survey-based systems that, for decades, have formed the foundation of customer intelligence. In many businesses, there are entire teams dedicated to managing surveys and deciphering results. Fortunately for business leaders, there is an alternative to surveys.

Surveys 98

Surveys Customer advocacy SaaS B2B 98

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! It can be really hard to discern how your customers truly feel about your company, product, or service. This gray area i s a pain point for all businesses and leaves them without a clear path to improving offerings and meeting customers’ needs.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 168

Customer Service Self service Customer Experience Surveys 168

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

Customer Service 98

Customer Service Chatbots Healthcare Wait times 98

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time. Brand-switching likely to increase in 2023 as consumer patience runs out.

Airlines 98

Airlines Wait times Feedback Metrics 98

ShepHyken

APRIL 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

Comm100

NOVEMBER 23, 2022

As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations.

Customer Service 98

Customer Service Chatbots CRM Personalization 98

Lumoa

OCTOBER 31, 2023

Lumoa Product News for October 2023 Hey everyone! New Custom Page now default page As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact. Little things in Customer Experience : How minor efforts can lead to memorable experiences. Let’s get started!

Surveys 78

Surveys Feedback Customer Support Customer Experience 78

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity. Advocacy Stage : Happy customers are a powerful source of growth. It helps you prioritize.

Feedback 78

Feedback Surveys Metrics Customer Experience 78

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. How can you individualize your customers’ experiences with you?

Personalization 168

Personalization Advertising Surveys Customer Service 168

Connecting the Dots

OCTOBER 4, 2024

Reflections On 20 Years Of Investigating Rage & The New Age Of Rage THIS IS THE TENTH EDITION OF THE NATIONAL CUSTOMER RAGE SURVEY This wave of the National Customer Rage Survey marks the tenth edition of the rage study, dating back to 2003. And the National Customer Rage Survey was born.

Surveys 62

Surveys Construction Customer Care Government 62

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week. CX doesn’t cost.

Customer Service 186

Customer Service Consulting Consulting Customer Experience 186