ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Engage, Delete, Ignore or Snub?

Customer Service 201

Customer Service B2B Chatbots Education 201

ShepHyken

DECEMBER 29, 2024

The list is really a reminder of the type of person we want to engage with our customers. Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. For years, Ive said that CX is part of marketingand vice versa. Okay, thats two words.

Customer Service 185

Customer Service Self service Customer Experience Personalization 185

ShepHyken

NOVEMBER 25, 2024

With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. You may think I am crazy.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. Thats the beginning of personalization. It can when its used the right way.

Customer Service 185

Customer Service Customer retention Personalization Sales 185

AWS Machine Learning

FEBRUARY 28, 2025

AWS DeepRacer League 2024 Championship finalists at re:Invent 2024 The AWS DeepRacer League is the worlds first global autonomous racing league powered by machine learning (ML). The following image displays the 2024 qualifiers.

Calibration 105

Calibration Education Management Marketing 105

ShepHyken

DECEMBER 16, 2024

In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships. In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

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. Sometimes what we learned was personal, but it has implications for the business world. In this episode, we look back at what we learned in 2023 and how it can help us in 2024. Please tell us how we are doing!

Consulting 221

Consulting Consulting Customer centricity Education 221

ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. This doesn’t have to be extravagant. Just a little something to say, “Thank you for doing a great job!” Friday is Kudos Day.

Customer Service 234

Customer Service Customer Experience Personalization Management 234

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.

Customer Service 193

Customer Service B2C B2B Customer Care 193

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Sometimes, you think no one would do anything for another person if they didn’t have something to gain from it.

Customer centricity 243

Customer centricity Morale Finance Education 243

CCNG

JANUARY 15, 2025

As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. and created entirely new standards for convenience and personalization. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results.

Best practices 195

Best practices Engineering Technology Personalization 195

ShepHyken

MARCH 19, 2025

For personal relationships, its almost an obligation to give a gift. Unlike personal relationships, the choice to do so is optional. He left us on August 15, 2024, at the young age of 44. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards.

Customer Service 201

Customer Service Personalization Marketing Customer Experience 201

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., My Comment: With all the hype around self-service and AI-infused technology that supports a better experience, is it surprising that almost half of customers (48%) prefer to talk to a live person?

Customer Service 216

Customer Service Self service Marketing Personalization 216

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 180

Customer Service Contact Center Customer centricity Banking 180

ShepHyken

SEPTEMBER 22, 2024

The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. Everyone wants a frictionless experience, personalization, and better overall experiences. You’ll have to read the article.

Customer Service 209

Customer Service Banking Enterprise Customer Experience 209

CCNG

FEBRUARY 28, 2024

What are some of the hybrid workforce best practices you should consider adopting for 2024? The most significant factor driving this desire to be part of a hybrid workforce is the balance between their work and personal lives. However, it’s not just about their personal lives.

Best practices 195

Best practices CCNG Surveys Technology 195

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 216

Customer Service Government Customer centricity Customer Experience 216

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience. Theres power in personalization.

Customer Service 166

Customer Service Metrics Benchmark Consulting 166

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.

Customer Service 166

Customer Service B2C B2B Customer Care 166

ShepHyken

APRIL 22, 2024

How Target, Coca-Cola and Tide Use ‘Irrational Love’ to Win Customer Loyalty by Cindy Scott (AdAge) While “love” may sound fuzzy in the advertising world, it can be scientifically measured by four key components: strong familiarity, high regard, being personally meaningful and competitively unique.

Customer Service 216

Customer Service B2B B2C Advertising 216

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Customer Service 209

Customer Service Call Center Call center experience Chatbots 209

ShepHyken

FEBRUARY 12, 2024

How can AI be used to personalize and contextualize customer experiences in contact centers? When creating a positive customer experience, understanding the value of personalization and empathy is crucial. What are the challenges in finding the right balance between technology and human support in customer experiences? Tune in!

Brand ambassadors 391

Brand ambassadors Contact Center Healthcare Self service 391

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. In addition, there is information on convenience, personalization, and much more. Here are my top five picks from last week.

Customer Service 161

Customer Service Advertising Chatbots Self service 161

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

Personalization 52

Personalization Metrics 52

VirtualPBX

JANUARY 8, 2025

2024 was an especially momentous year at VirtualPBX. We loved serving you in 2024 and are eager to help you build even better business connections in 2025. We kicked off 2024 with the launch of our new product, AirDial POTS Replacement in January and have seen impressive results. To them we extend our most sincere gratitude.

Real estate 65

Real estate Contact Center Technical Support Feedback 65

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

Personalization 52

Personalization Metrics 52

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. My Comment: It has never been easier to personalize an experience for your customers.

Customer Service 180

Customer Service Self service Personalization Customer retention 180

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Customer Service 185

Customer Service Advertising B2C Big data 185

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. First, the subtitle of the article mentions personalization.

Customer Service 193

Customer Service B2C B2B Customer Experience 193

ShepHyken

JANUARY 1, 2024

2024 Predictions: Better Customer Experience Is on the Way by Chris Wood (MarTech) Marketers will improve customer experience in 2024 so brands can remain competitive and demonstrate to customers that they matter. My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox.

Customer Service 155

Customer Service B2C Feedback Marketing 155

AWS Machine Learning

NOVEMBER 19, 2024

As attendees circulate through the GAIZ, subject matter experts and Generative AI Innovation Center strategists will be on-hand to share insights, answer questions, present customer stories from an extensive catalog of reference demos, and provide personalized guidance for moving generative AI applications into production.

APIs 108

APIs Enterprise Best practices Government 108

Hodusoft

NOVEMBER 14, 2024

HoduCC's Predictive Dialer Carves a Place on Software Advice's FrontRunner 2024 List Legendary Greek philosopher Aristotle rightly said, “We are what we repeatedly do. Why Software Advice Named HoduCC’s Predictive Dialer as a FrontRunner in 2024? Excellence then, is not an act, but a habit.”

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. 6 Ways Businesses Will Be Leveraging Tech For Customer Experience In 2024 by Africa.com (Africa.com) Customer experience has fundamentally changed. My favorite touches on personalization.

Customer Service 166

Customer Service Gamification Customer retention Customer Experience 166

Momentum Telecom

MAY 30, 2024

“We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communications Product of the Year,” said Rick Garcia, EVP of Product & Modern Workplace at Momentum. Momentum was also recently recognized as a 2024 Internet Telephony Product of the Year winner for SD-WAN.

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

ShepHyken

JULY 29, 2024

His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers. 4) Customize your customers’ preferences, which is another way of saying personalize the experience. My Comment: How do you get customers to say, “I’ll be back?”

Customer Service 209

Customer Service Chatbots Morale Self service 209

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Entertainment 134

Entertainment Marketing Best practices Technology 134

ShepHyken

AUGUST 11, 2024

The article also reminds us that loyalty programs can provide important data and information about your customers, allowing you to personalize their experiences. My Comment: A good loyalty program helps drive repeat business and, according to the author of the article, is a good strategy for referrals and recommendations. But there’s more.

Customer Service 216

Customer Service Self service Airlines Government 216