ShepHyken

JANUARY 2, 2024

Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Why is employee experience becoming increasingly important in customer experience? What impact do social causes have on customer satisfaction?

Customer Experience 231

Customer Experience B2C B2B Customer centricity 231

ShepHyken

NOVEMBER 11, 2024

One of the Big Retail CX Trends of 2024? In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

Beyond Philosophy

DECEMBER 29, 2023

Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. In this episode, we look back at what we learned in 2023 and how it can help us in 2024. The post 6 Incredibly Important Learnings from 2023 Critical to Apply in 2024 appeared first on Beyond Philosophy.

Consulting 221

Consulting Consulting Customer centricity Education 221

Lumoa

NOVEMBER 4, 2024

content Lumoa Product News for October 2024 Hey everyone! The post Product News – October 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate EX!

B2B 78

B2B Feedback Surveys Engineering 78

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends.

Customer Service 191

Customer Service B2C B2B Customer Care 191

Concentrix

NOVEMBER 8, 2024

Join us at AWS re:Invent 2024 See the next generation of iX Hello in action! Register Now December 2-6, 2024 Las Vegas, NV Experience effortless deployment of enterprise-scale Conversational and Generative AI assistants with the upcoming iXHello release.

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Enterprise 59

Lumoa

OCTOBER 1, 2024

content Lumoa Product News for August 2024 Hey everyone! The post Product News – August 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Thanks for reading!

Feedback 78

Feedback Analytics Accountability Management 78

ShepHyken

SEPTEMBER 30, 2024

My Comment: Tomorrow (October 1, 2024) is CX Day. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.

Customer Service 206

Customer Service Surveys Customer Experience Marketing 206

ShepHyken

MAY 26, 2024

BONUSES Onalytica Insider: 2024 B2B Influencer Marketing Report by Onalytica (Onalytica) Discover the latest trends and strategies in B2B Influencer Marketing with our new 2024 report. My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report. This article gives us 20 ideas to choose from.

Customer Service 198

Customer Service B2B Marketing Metrics 198

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

CCNG

FEBRUARY 28, 2024

What are some of the hybrid workforce best practices you should consider adopting for 2024? Four Hybrid Work Best Practices for 2024 Like any other organizational policy or procedure, your hybrid workforce’s best practices should constantly evolve. So, how do you make hybrid work a practical option for your employees in the long term?

Best practices 195

Best practices CCNG Technology Surveys 195

CCNG

FEBRUARY 28, 2024

What are some of the hybrid workforce best practices you should consider adopting for 2024? Four Hybrid Work Best Practices for 2024 Like any other organizational policy or procedure, your hybrid workforce’s best practices should constantly evolve. So, how do you make hybrid work a practical option for your employees in the long term?

Best practices 195

Best practices CCNG Technology Surveys 195

Cisco - Contact Center

OCTOBER 30, 2024

Celebrate the achievements of our partner ecosystem at Cisco Partner Summit 2024. Discover the outstanding performance of our global award winners and their impact on customers and communities.

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ShepHyken

NOVEMBER 3, 2024

My Comment: KPMG has released a special report titled “2024-25 Global Customer Experience Excellence.” You’ll have to share your email address to get it, but it’s an excellent report and worth it. You can read the press release here.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends.

Customer Service 165

Customer Service B2C B2B Customer Care 165

ShepHyken

OCTOBER 20, 2024

BONUS Why GenAI Is Key To Personalized Customer Experiences (And How Marketers Can Start Using It) by Ab Gaur (Forbes) In 2024, personalization is the marketing strategy. If you want customers to return, give them a good experience they can rely on and trust.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

SEPTEMBER 8, 2024

My Comment: This past week, the NFL kicked off (no pun intended) the 2024-25 football season. The focus is on outcome-based loyalty marketing and AI-fueled personalization. One of my favorite CX experts wrote a fun article showcasing how the NFL created a great fan experience.

Customer Service 213

Customer Service Self service Marketing Personalization 213

ShepHyken

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week.

Customer Service 231

Customer Service Customer Experience Personalization Management 231

ShepHyken

SEPTEMBER 22, 2024

My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.

Customer Service 206

Customer Service Banking Enterprise Customer Experience 206

CSM Magazine

NOVEMBER 20, 2024

Ethereum enjoyed a very good run at the beginning of 2024, as investors hoped that this was an unmissable chance for the market to rise above the troubles and stagnation of the past few years and achieve new all-time highs. 2024 When it comes to making price predictions, the crypto community members are masters of their trade.

Metrics 52

Metrics Marketing 52

Cisco - Contact Center

OCTOBER 22, 2024

Discover key insights from the SOC Findings Report at RSA Conference 2024, co-released by Cisco and NetWitness for Cybersecurity Awareness Month.

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ShepHyken

JANUARY 28, 2024

2024 Unveiled: Top 7 Customer Experience Trends Shaping the Future by Anwesha Roy (TechFunnel) Business leaders recognize the critical role of customer experience; in fact, 96% concur, according to research, that outstanding experiences improve brand loyalty. ” Understanding what customers want and expect is ever-changing.

Customer Service 178

Customer Service Consulting Consulting Customer Experience 178

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. The post The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond appeared first on Beyond Philosophy. Complete this short survey.

Consulting 195

Consulting Consulting Education Marketing 195

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Louis Magazine (St.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164

ShepHyken

JUNE 17, 2024

In this article, you’ll read how some retailers are dealing with theft while not inconveniencing their customers.

Customer Service 213

Customer Service Consulting Consulting Enterprise 213

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. The next step is loyal repeat business.

Customer Service 213

Customer Service Government Customer centricity Customer Experience 213

ShepHyken

JULY 21, 2024

Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report.

Customer Service 219

Customer Service Journey mapping Customer Care Consulting 219

Concentrix

OCTOBER 2, 2024

Web Summit 2024 Are you ready for the tech event of the year? Visit Us at Stand 0404-16, FIL1 Pavilion 1 November 11-14, 2024 MEO Arena, Lisbon Are you ready for the tech event of the year? Schedule a Meeting with Us Stand 0404-16, FIL1 Pavilion 1 | November 11-14 Come meet with a Concentrix […]

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Cisco - Contact Center

OCTOBER 24, 2024

Read Luxy Thuraisingam's Know Before You Go blog to learn more about Cisco Partner Summit 2024 in LA and online, October 28-30! Engage with keynotes, sessions, and activities. Register now and connect with #CiscoPS24!

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ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 164

Customer Service B2B B2C Engineering 164