ShepHyken

MAY 26, 2024

And even if you don’t use NPS, some of these ideas cross over into other survey questions you might use to evaluate your company’s customer experience. 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.

Customer Service 198

Customer Service B2B Marketing Metrics 198

ShepHyken

SEPTEMBER 30, 2024

My Comment: Tomorrow (October 1, 2024) is CX Day. First is Qualtrics survey that claims poor CX puts $5.5 The second is PwC’s annual Global CEO Survey, which reports that CEOs rank changing customer demands as one of the greatest risks to the business. My Comment: Let’s wrap this week’s roundup with two incredible findings.

Customer Service 206

Customer Service Surveys Customer Experience Marketing 206

CCNG

FEBRUARY 28, 2024

What are some of the hybrid workforce best practices you should consider adopting for 2024? When surveying telecommuters who work from home all/some/most of the time, 71% said it was due to the work/life balance it provides. Here are four best practices for 2024 and beyond based on our experiences and Zoom’s recommendations. #1.

Best practices 195

Best practices CCNG Surveys Technology 195

ShepHyken

JUNE 30, 2024

Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

Customer Service 206

Customer Service Customer retention Morale Customer Experience 206

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 213

Customer Service Government Customer centricity Customer Experience 213

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. Complete this short survey. The post The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond appeared first on Beyond Philosophy.

Consulting 195

Consulting Consulting Education Marketing 195

ShepHyken

APRIL 9, 2024

The survey results are worth paying close attention to. In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. There were five possible answers: Never, Not Likely, Not Sure, Likely, and Very Likely.

Surveys 366

Surveys Customer Service Customer Experience 366

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

ShepHyken

JANUARY 26, 2025

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. Most agree that loyalty programs make them feel more connected to the brand.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0%

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

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. Yet, in the current economic landscape, the stakes are higher than ever. Without trust and confidence, you can’t have loyalty.

Customer Service 183

Customer Service Advertising B2C Big data 183

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

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S.

B2C 158

B2C Customer Service B2B Marketing 158

VirtualPBX

JUNE 19, 2024

Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. The post 2024 Contact Center Technology Award To VirtualPBX appeared first on VirtualPBX. ” — Rich Tehrani, CEO, TMC.

Contact Center 105

Contact Center Technology CRM industry standards 105

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem.

Customer Support 108

Customer Support Feedback Chatbots Best practices 108

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! You can also sign up for our next webinar where Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. The post Product News – March 2024 appeared first on Lumoa. Let’s get started!

Surveys 78

Surveys Feedback Management Personalization 78

AWS Machine Learning

NOVEMBER 15, 2024

The data sources may include seismic surveys, well logs, core samples, geochemical analyses, and production histories, with some of it in industry-specific formats. The analyst may ask questions such as “Show me all wells that produced oil on June 1st 2024,” “What well produced the most oil in June 2024?”,

APIs 118

APIs Engineering Chatbots Construction 118

CSM Magazine

MARCH 11, 2025

The Airports Council International (ACI) World , in partnership with Amadeus, recently unveiled the 2024 ASQ Airport Experience Awards winners. The ASQ Awards are a benchmark in the aviation industry, measuring airport performance directly through feedback collected via 700,000 live surveys in 2024. What are the ASQ Awards?

Customer Experience 52

Customer Experience Benchmark Customer centricity Feedback 52

NobelBiz

JANUARY 3, 2024

In 2024, several key trends are set to redefine the landscape of these centers. Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

Lumoa

JUNE 28, 2024

Lumoa Product News for June 2024 Hey everyone! Lumoa Surveys now offer language selection For surveys created directly in Lumoa, we now offer the ability for the person filling out the survey to choose their language in real time. Note that this does not replace previous survey language options. Thanks for reading!

Surveys 78

Surveys Feedback Personalization 78

ShepHyken

JUNE 23, 2024

Forrester surveyed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on CX. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 174

Customer Service Chatbots Customer Experience Surveys 174

CSM Magazine

DECEMBER 19, 2024

Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. For example, in a large survey of retailers across the U.S., 67% of retail employees and customers in a survey of 800 admitted to sweethearting within the last two months. cities compared to the same period in 2023, CNN reports.

Surveys 98

Surveys Technology Personalization 98

TechSee

NOVEMBER 26, 2019

According to data from a new smart home experience survey , the Taylors are not alone in needing more effective support. billion by 2024. The post Smart Home Experience should be Simpler – Consumer Survey appeared first on TechSee. After trying numerous times, they finally gave up and returned the systems.

Surveys 104

Surveys Self service Entertainment Contact Center 104

3CLogic

MARCH 27, 2025

According to NASCIOs 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management.

Government 96

Government Self service contact center solutions Contact Center 96

ShepHyken

SEPTEMBER 17, 2024

Plus, Shep and Laura discuss more stats from Capterra’s 2024 Customer Service Technology Survey and how it shapes the future of customer service. ” “Identify the areas in which both AI and human support agents perform best and leverage that.

Technology 213

Technology Customer Service Surveys Customer Experience 213

CSM Magazine

OCTOBER 24, 2024

In 2024, the top AI technologies utilised by UK online retailers included: Gen AI for translations and copy writing – 57%; AI trained and powered customer service chat bots – 43%; gen AI for marketing content – 33%; AI informed product search – 31%; and AI for cleaning and enriching product data – 25%.

Surveys 52

Surveys Marketing Customer Service Technology 52

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. The same survey notes that 52% of all retailers are opting to use a partner to help implement AI.

Contact Center 62

Contact Center Surveys Self service Analytics 62

delighted

OCTOBER 3, 2024

billion between 2024 and 2029. Find out what your customers really want from their ecommerce experience with a retail survey. Or, find out what you can improve in your online shopping experience by following up with a post-purchase survey. By 2027, nearly a quarter of retail purchases are expected to take place online.

Chatbots 93

Chatbots Advertising Surveys Personalization 93

ChurnZero

JULY 9, 2024

In both cases, we’re addressing the findings of the 2024 CSM Confidential Report , which reveals that while CSMs are generally happy, motivated, and dedicated in their roles, the majority are struggling with heavy workloads and goals that don’t feel realistic. 2: Combat burnout with service models and capacity management.

Coaching 98

Coaching Upselling Management Accountability 98

ShepHyken

NOVEMBER 6, 2023

How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko (Eglobalis) Economic forecasts are subdued for 2024. These surveys serve as valuable touchpoints for businesses to gather insights, gauge satisfaction and refine their strategies. I’m a fan of surveys, but only if they are done correctly.

Customer Service 178

Customer Service Self service Surveys Contact Center 178

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact. Customer Service Survey Example Questions “Did our team resolve your issue efficiently?” “Did Research shows that customers are 2.4

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

AWS Machine Learning

DECEMBER 11, 2024

Introducing Field Advisor In April 2024, we launched our AI sales assistant, which we call Field Advisor, making it available to AWS employees in the Sales, Marketing, and Global Services organization, powered by Amazon Q Business.

Sales 101

Sales Accountability APIs CRM 101

Outsource Consultants

JANUARY 3, 2024

Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Tackling 2024: This Year’s BPO Industry Predictions Prediction: Technology Investment Soars in Response to Labor Cost Savings Why?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

CSM Magazine

MARCH 26, 2025

A 2024 survey identified Spring Boot as the most adopted Java framework at 62%, with Quarkus at 15% and Micronaut at 10%. In a mid -2025 survey, 54% of Java teams had already gone live with microservices, citing better scalability and lower downtime as the main reasons for this move.

Finance 52

Finance Benchmark Enterprise Surveys 52

CSM Magazine

DECEMBER 16, 2024

A 2024 Gartner survey found that 45% of respondents use generative AI at home, work, or both. 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.

Self service 52

Self service Surveys Customer Service Customer Experience 52

ShepHyken

DECEMBER 3, 2023

Best Customer Service 2024: The Winning Strategies by Rachel Rabkin Peachman (Forbes) To create Best Customer Service 2024, Forbes partnered with HundredX, a data analytics company whose year-long survey had 201,000 people in the United States provide 4.2 million evaluations across more than 3,000 brands.

Customer Service 158

Customer Service Personalization Surveys Chatbots 158

delighted

APRIL 26, 2024

Less than six months ago, we introduced Delighted Surveys , a from-scratch survey solution, that radically expanded the variety of surveys you could create on our platform. With this feedback in mind, we focused our Q1 roadmap on bridging that gap and transforming Delighted Surveys into a guided survey experience.

Surveys 59

Surveys Best practices CRM Feedback 59