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 187

Customer Service Self service Customer Experience Personalization 187

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. Let's explore top trends and predictions to help your organization stay ahead of the curve, deliver outstanding CX and/or EX, and maximize ROI in 2025 and beyond. digital, voice, etc.),

Contact Center 98

Contact Center Self service Coaching Benchmark 98

ShepHyken

DECEMBER 22, 2024

5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead! GenAI is transforming the customer experience.

Customer Service 196

Customer Service outsourcing Customer Support Chatbots 196

ShepHyken

APRIL 13, 2025

Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation. It starts with the two Ps: personalization and proactivity. My Comment: Our opening article is about personalization. Not all customers are the same.

Customer Service 167

Customer Service Surveys B2B Self service 167

ShepHyken

MARCH 3, 2025

And the businesses that prioritize CXdelivering seamless interactions, personalized service, and reliable experiencesare the ones that lead the way. My Comment: What is CX?

Customer Service 205

Customer Service Customer advocacy Healthcare Consulting 205

ShepHyken

DECEMBER 9, 2024

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. So, Ive compiled over 30 customer experience statistics you should know for 2025. Here are my top five picks from last week.

Customer Service 187

Customer Service B2B Sales Self service 187

ShepHyken

MARCH 24, 2025

Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson (Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences offering powerful lessons for businesses across all sectors, including my own within healthcare at large.

Customer Service 187

Customer Service Healthcare Customer Experience Contact Center 187

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 196

Customer Service Customer centricity Entertainment Airlines 196

Connect

NOVEMBER 24, 2024

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making. of inquiries will be resolved by AI in 2025 and that contact centres without AI will need to invest in 2.3

Engineering 104

Engineering Quality management Cloud contact Interactive Voice Response 104

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 167

Customer Service Metrics Benchmark Consulting 167

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

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. I have added my comments about each article and would like to hear what you think too.

Customer Service 177

Customer Service Contact Center Customer Experience Call Center 177

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. Personalize Proactive Efforts: Tailor communications to individual customer needs and preferences.

Customer Service 62

Customer Service Analytics Airlines CRM 62

ShepHyken

JANUARY 14, 2025

Create a customer advisory board Ask a few of your customers if they would participate in a meeting (in-person or virtual) to share feedback, ideas, suggestions, and more. May 2025 be your best year ever, with even better years to follow! So, resolve to do them. Happy New Year!

Customer Service 177

Customer Service Feedback Personalization Customer Experience 177

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for February 2025 Hey everyone! Anonymization improvements Anonymization allows you to automatically censor Personally Identifying Information (PII) that might be found in your open text comments. The post Product News February 2025 appeared first on Lumoa. Let’s get started! Thanks for reading!

Engineering 78

Engineering Surveys Feedback Personalization 78

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. Contact centres must also strike a balance between automation and human interaction to maintain a personal touch in customer services.

Analytics 78

Analytics Coaching Technology Management 78

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. Personalization & Speed: The New Standard Personalization is no longer a bonusits an expectation.

Customer Experience 52

Customer Experience Chatbots Self service Benchmark 52

CCNG

JANUARY 15, 2025

and created entirely new standards for convenience and personalization. As we look ahead to 2025, my focus is on helping organizations make this leap. Think of Amazon. They didnt become a juggernaut by tweaking the best practices of retail. They asked, Whats next? Thats the power of next practices.

Best practices 195

Best practices Engineering Technology Personalization 195

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

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. 2025 will go even further as AI takes on a bigger role in the customer experience. Take one look at what happened to the industry in 2024 its not hard to see why. trillion in 2024.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

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 wish you and your loved ones a New Year of health, happiness, peace, and success – here’s to a great 2025!

Enterprise 59

Enterprise Consulting Consulting Self service 59

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

ShepHyken

JANUARY 7, 2025

If you are more of a visual person, check out my videos on ShepTV. May 2025 be your best year yet, with even better years to follow! There you have it the top five of my articles and podcasts from 2024. Each week, I release a video based on one of my blogs. Thank you for subscribing and tuning in!

Customer Service 205

Customer Service Customer Experience Personalization 205

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

AWS Machine Learning

JANUARY 24, 2025

This comprehensive security setup addresses LLM10:2025 Unbound Consumption and LLM02:2025 Sensitive Information Disclosure, making sure that applications remain both resilient and secure. This approach addresses the risk of LLM05:2025 Improper Output Handling.

APIs 112

APIs Scripts Best practices Management 112

CSM Magazine

MARCH 28, 2025

To save you time, weve compiled a list of the 25 best customer service software tools you should consider in 2025 , broken down into free and paid options that cater to specific needs. Gladly Designed to make conversations feel personal, Gladly organizes customer histories into a single, actionable timeline for better context.

Customer Service 52

Customer Service B2B Chatbots B2C 52

CSM Magazine

DECEMBER 3, 2024

If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. Proactive Campaigns for Zendesk empowers your team to launch targeted campaigns, send personalized messages, and resolve issues before they escalate.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Zappix

MARCH 28, 2025

A recent article that I was reading from Becker’s Hospital Review highlights several key trends that 66 healthcare leaders are prioritizing in 2025. This is where AI can be truly transformativenot just in delivering personalized patient support but in ensuring accessibility and inclusivity across diverse populations.

Healthcare 52

Healthcare Enterprise Sales Management 52

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

Balto

DECEMBER 18, 2024

If 2024 was the year of exploration, 2025 will be the year of real adoption. In 2025, theyll be a standard tool for handling tier-one customer needsaccurately, efficiently, and with better customer satisfaction. But theres a limitation: Text feels customizable but isnt truly personal. AI is evolving at breakneck speed.

Contact Center 52

Contact Center Coaching Interactive Voice Response Engineering 52

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. Recent estimates suggest that a staggering $3.8

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TechSee

DECEMBER 11, 2024

Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. Key Takeaways for 2025 Reflecting on service trends in 2024, it’s clear that success in service experience innovation depends on thoughtful execution.

Self service 109

Self service Enterprise Finance Healthcare 109

CSM Magazine

DECEMBER 18, 2024

Empowering customer service teams is yet another trend that will become big in 2025. Still, the key element of customer service in 2025 will be building stronger customer relationships with loan applicants. Lets review the 5 biggest trends that will shape customer service in the lending industry in 2025.

Customer Service 52

Customer Service Banking Customer Care Education 52

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. By 2025, leading call centers aim for rates closer to 80%, emphasizing agent training and process improvements.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

customer sure

JANUARY 20, 2025

Whether its tailored product recommendations, forms that are pre-filled rather than blank, how-to guides that are context-sensitive rather than general, or customised survey follow-ups where youve taken the trouble to investigate that persons prior contacts personalisation makes customers more engaged and less frustrated, and this builds loyalty.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

ShepHyken

DECEMBER 16, 2024

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. 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

CSM Magazine

JANUARY 3, 2025

This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies. ChatGPT can be customized to fit specific business needs, offering personalized support and seamless integration with existing platforms.

Customer Support 52

Customer Support Chatbots CRM SaaS 52