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

FEBRUARY 12, 2024

Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect.

Brand ambassadors 391

Brand ambassadors Contact Center Healthcare Self service 391

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Customer Service 216

Customer Service Airlines Self service CRM 216

ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. That is followed up with a second tip, which is to “Prioritize the holistic human experience.”

Customer Service 216

Customer Service B2B B2C Advertising 216

ShepHyken

APRIL 28, 2024

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. Loyalty and self-service round out the four. Yet, in the current economic landscape, the stakes are higher than ever.

Customer Service 185

Customer Service Advertising B2C Big data 185

ShepHyken

AUGUST 25, 2024

Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience by Susie Harrison (CX Today) Self-service has undoubtedly been a boon in CX. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Customer Service 216

Customer Service Customer centricity Chatbots Self service 216

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. Are contact centers adopting AI?

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

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. Product quality is important – and so is the customer service and experience that goes along with it!

Customer Service 161

Customer Service Advertising Chatbots Self service 161

ShepHyken

AUGUST 11, 2024

BONUS Self-Service Customer Service: Key Capabilities and Strategies by Gartner (Gartner) Modern CX demands a self-service-first mindset. Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs.

Customer Service 216

Customer Service Self service Airlines Government 216

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 180

Customer Service Self service Personalization Customer retention 180

DMG Consulting

JANUARY 29, 2025

Visit us at dmgconsult.com to learn more. # # # The post DMG Consulting Releases 2024 2025 Knowledge Management for the AI-Enabled Enterprise appeared first on DMG Consulting.

Consulting 59

Consulting Consulting Enterprise Management 59

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Surveys 52

Surveys Accountability Feedback Government 52

AWS Machine Learning

NOVEMBER 15, 2024

In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce. 2024, Principal Financial Services, Inc. 3778998-082024

Chatbots 114

Chatbots Engineering Enterprise Government 114

ShepHyken

JULY 29, 2024

However, 26% of consumers also say they won’t do business with a company that doesn’t offer self-service options, which may or may not include chatbots. This article includes some interesting findings that are specific to chatbots managing the customer’s service needs.

Customer Service 209

Customer Service Chatbots Morale Self service 209

ShepHyken

MARCH 10, 2024

My Comment: A self-service experience falls under at least two categories. The first is a self-service solution that simplifies the experience, allowing the customer to resolve their problems, find answers to their questions, etc.

Customer Service 209

Customer Service Airlines Self service Customer Experience 209

Comm100

OCTOBER 13, 2024

Cracking the Self-Service Code in iGaming Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age Watch now On-Demand Webinar 1. Self-Service Tools Have Evolved Dramatically Perhaps the biggest change we’ve seen since the rise of AI is the improvement in self-service tools.

Self service 52

Self service Chatbots Wait times Personalization 52

3CLogic

MARCH 27, 2025

1 Key challenges impacting citizen experience State and local agencies face a number of key hurdles in delivering seamless and efficient customer experiences: Legacy systems and siloed data Many agencies rely on outdated technology and fragmented systems that hinder smooth information sharing and slow down service delivery. The result?

Government 96

Government Self service contact center solutions Contact Center 96

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service.

Self service 124

Self service Consulting Consulting Contact Center 124

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Momentum Telecom

JANUARY 14, 2025

Take one look at what happened to the industry in 2024 its not hard to see why. A quick recap of telecom in 2024: Market Growth The global telecom market grew to $2.32 trillion in 2024. Future Growth The industry is expected to grow at a CAGR of 6.15% from 2024 to 2034. trillion in 2024.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service.

Self service 109

Self service Consulting Consulting Contact Center 109

CCNG

AUGUST 28, 2024

Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. Conversational Self-Service: Conversational AI goes beyond scripted interactions, offering intuitive self-service options.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Customer Service 180

Customer Service Self service Surveys Contact Center 180

DMG Consulting

JANUARY 28, 2024

Self-Service is expected to become one of the most important investment areas for businesses in 2024. The post Self-Service is trending appeared first on DMG Consulting.

Self service 62

Self service Consulting Consulting 62

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Security Matters Security is on everyone’s mind in 2024, as it should be. ” The post Industry Report: State of the Contact Center 2024 first appeared on Fonolo.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. We at DMG Consulting appreciate and thank you for being part of our community.

Enterprise 59

Enterprise Consulting Consulting Self service 59

TechSee

JUNE 25, 2024

Similarly, this AI technology can automate AR user guidance, improving self-service containment and self-setup success rates. This enables VI models to perform visual diagnostics for troubleshooting.

Self service 124

Self service Enterprise Feedback Technology 124

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Employee engagement 59

Employee engagement Enterprise Contact Center Self service 59

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. There’s much common ground—especially around use cases in the contact center.

Contact Center 62

Contact Center Surveys Self service Analytics 62

CSM Magazine

DECEMBER 16, 2024

Gartner made additional predictions about customer service trends leading up to 2028: By 2028, 70% of service interactions will start and finish within third-party virtual assistants on mobile devices. A 2024 Gartner survey found that 45% of respondents use generative AI at home, work, or both.

Self service 52

Self service Surveys Customer Service Customer Experience 52

delighted

OCTOBER 3, 2024

billion between 2024 and 2029. The post Top 10 ecommerce trends shaping online retail in 2024 appeared first on Delighted. By 2027, nearly a quarter of retail purchases are expected to take place online. Statista estimates that revenue in the ecommerce market will increase by $657.8 Is omnichannel still an ecommerce trend?

Chatbots 93

Chatbots Advertising Surveys Personalization 93

TechSee

NOVEMBER 11, 2019

billion market by 2024. That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Technology 138

Technology Self service Wireless Contact Center 138

Cyara

JANUARY 4, 2024

In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey. Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. Industries are putting lots of focus on simplifying the customer experience.

Contact Center 76

Contact Center Technology Customer Experience Management 76

Zappix

OCTOBER 8, 2024

Burlington, MA — October 9, 2024 — (EINPresswire) Zappix, a leader in AI-Powered Digital Engagement Platforms, is proud to announce the successful expansion of its services to a healthcare services provider. This agreement underscores Zappix’s commitment to delivering innovative automated digital customer service solutions.

Self service 59

Self service Healthcare Customer Experience Interactive Voice Response 59

ROI CX Solutions

DECEMBER 16, 2024

Implement self-service options: Create FAQs to answer common questions, deploy chatbots for 24/7 customer support, or use IVR to direct incoming calls. Implementing effective self-service options for customers During busy holiday periods, customers may only sometimes be able to speak to a live agent right away.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Zappix

MARCH 21, 2024

As we embark on the journey of 2024, let’s explore some key customer service trends shaping the industry. Hyper-Personalization Personalization has been a buzzword in customer service for some time now, but in 2024, it’s taking on a whole new level.

Customer Service 52

Customer Service Self service Chatbots Analytics 52