ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Customer Service 185

Customer Service Self service Customer Experience Personalization 185

ShepHyken

MARCH 3, 2025

Each week, I read many customer service and customer experience articles from various resources. What Causes Customer Rage Today? My Comment: Customers appreciate and like doing business with companies and brands that give back. Here are my top five picks from last week.

Customer Service 201

Customer Service Customer advocacy Healthcare Consulting 201

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Service 185

Customer Service B2B Sales Self service 185

ShepHyken

APRIL 13, 2025

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 166

Customer Service Surveys B2B Self service 166

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: This week’s top five starts with a research report from NICE on CX trends in 2025. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it. to get the report.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. 2025 Looks Like Another ‘Meh’ Year for CX by John P.

Customer Service 185

Customer Service CRM Customer Experience 185

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

Journey mapping 193

Journey mapping Customer Service Customer Experience Marketing 193

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 176

Customer Service Feedback Personalization Customer Experience 176

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. Here are my top five picks from last week.

Customer Service 166

Customer Service Metrics Benchmark Consulting 166

TeleDirect

JANUARY 20, 2025

The Future of Call Centers: Trends and Predictions for 2025 and Beyond As we navigate through 2025, the future of call centers in the US stands at the forefront of a technological and operational revolution. Omnichannel Communication In 2025, customers demand seamless interactions across multiple communication platforms.

Call Center 118

Call Center Big data call center workforce Technical Support 118

3CLogic

DECEMBER 17, 2024

In fact, 80% of customers report valuing the experience provided by an organization just as much as its products. 1 To stay competitive and ensure long-term business success, enterprises must quickly adapt and continue to invest in customer experience (CX) initiatives. Trends and predictions shaping the contact center of tomorrow 1.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

ShepHyken

DECEMBER 9, 2024

. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. Customer service is increasingly becoming more important than price. Companies need to look beyond the Voice of the Customer.

Feedback 185

Feedback Airlines Best practices Surveys 185

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. What is your CX prediction in 2025? Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. So, lets get right into it: In five words or less, what does CX mean to you? So be ready.

Customer Experience 229

Customer Experience Customer Service Sales 229

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! What Sets Calabrios Customer Service Software Apart?

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization. Q: How can small businesses implement proactive customer engagement?

Customer Service 62

Customer Service Analytics Airlines CRM 62

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021. I’m betting against it.

Customer Service 321

Customer Service Contact Center Self service Customer Experience 321

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Second: CX Is More Than Just Customer Service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

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

CSM Magazine

MARCH 28, 2025

Whether you’re working with a small team or managing a global operation, having the right customer service software can make or break your ability to meet customer expectations. These tools: Centralize all customer queries for easy management. Provide real-time communication via live chat, phone, or email.

Customer Service 52

Customer Service B2B Chatbots B2C 52

ShepHyken

JANUARY 7, 2025

Customer Service Week 2024 : This special week is celebrated the first full week of October. While we want to recognize our customers, the true meaning of this is to celebrate the employees who take care of our customers. It may be someone elses fault, but to the customer, you are the company.

Customer Service 201

Customer Service Customer Experience Personalization 201

CCNG

APRIL 3, 2025

As we navigate 2025, the customer experience (CX) landscape is undergoing a significant transformation. Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

Call Design

FEBRUARY 19, 2025

As we look toward 2025, new automation technologies promise to redefine how contact centres operate, ensuring seamless experiences for both customers and agents. These technologies enable more natural and intuitive interactions between customers and automated systems.

Analytics 78

Analytics Coaching Technology Management 78

Momentum Telecom

JANUARY 14, 2025

Big changes are coming to the telecom industry in 2025. So, lets unpack the biggest industry trends we predict will dominate the headlines in 2025. 1 AI will transform customer service and engagement Love or hate it, AI isnt going anywhere. 2025 will go even further as AI takes on a bigger role in the customer experience.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

Momentum Telecom

MARCH 26, 2025

The Momentum Team recently attended Enterprise Connect 2025 where we took part in impactful sessions while engaging with our partners like Luware. Read Microsofts official blog ] So, what happened at Enterprise Connect 2025? Read Microsofts official blog ] So, what happened at Enterprise Connect 2025?

Enterprise 71

Enterprise Contact Center contact center solutions Analytics 71

CSM Magazine

DECEMBER 18, 2024

Customer service is an essential element for companies working in the lending industry. Whenever people are looking for lenders, they always seek a company with the best customer reviews. Reliable customer service helps put loan applicants at ease, promoting trust and confidence during all financial operations.

Customer Service 52

Customer Service Banking Customer Care Education 52

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. From tech tools to customer experience, we’ve rounded up the most influential trends to watch for in the near future. Read Time: 4.5 Let’s jump in.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. – Corey Kotlarz, Founder & President Regulatory Shifts in 2025: Privacy, Telehealth, and Interoperability Healthcare regulations are shifting dramatically.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. AI taking center stage in the CX world 5. Remote & hybrid workforces arent going anywhere 6.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

TMP Direct

APRIL 2, 2025

They expect instant responses, seamless service, and a personalized experience at every touchpoint. Businesses that fail to adapt risk losing customers to competitors who have mastered the art of customer experience (CX) in 2025. Smarter Customers, Smarter Businesses The landscape of CX is evolving rapidly.

Customer Experience 52

Customer Experience Chatbots Self service Benchmark 52

DMG Consulting

JANUARY 19, 2025

Welcome to 2025! January 2025 2025 is positioned to be an especially AMAZING year for customer experience (CX), contact centers and service organizations as artificial intelligence (AI)-enabled technologies begin to deliver on their promises. The post Welcome to 2025! appeared first on DMG Consulting.

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

CCNG

JANUARY 15, 2025

As we look ahead to 2025, my focus is on helping organizations make this leap. It means risking failure, challenging sacred cows, and embracing the unknown. In a world where change is the only constant, standing still is the riskiest move you can make. The future of CX wont be built on yesterdays tools.

Best practices 195

Best practices Engineering Technology Personalization 195

CSM Magazine

DECEMBER 3, 2024

In today’s fast-paced world, delivering exceptional customer service requires more than just a great team. The platform’s rich ecosystem of integrations offers endless opportunities to optimize workflows and delight customers. Let’s explore 15 must-have customer support apps to take your Zendesk experience to the next level.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Outcome : Mixed accuracy.

Self service 109

Self service Enterprise Finance Healthcare 109

Interaction Metrics

JANUARY 31, 2025

The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey companies of 2025.

Surveys 62

Surveys Metrics Benchmark Consulting 62

Working Solutions

NOVEMBER 7, 2024

As we edge closer to 2025, enhancing customer experience (CX) has become pivotal for businesses aiming to thrive in a competitive landscape. Whether you’re contemplating outsourcing your customer service or improving your in-house operations, investing in CX is no longer optional — it’s critical.

Customer Experience 52

Customer Experience outsourcing Customer Service 52