ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience?

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing. Build a Customer-Centric Infrastructure .

Marketing 200

Marketing Customer Experience Customer centricity Advertising 200

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. It empowers entrepreneurs to identify market opportunities, reduce inefficiencies, and make informed choices.

Analytics 78

Analytics Marketing Education Sales 78

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

Customer Service 190

Customer Service Customer retention Personalization Sales 190

3CLogic

JANUARY 28, 2025

When contact center solutions and customer relationship management platforms were first introduced to the market, they served distinctly different purposes. Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. What is CXaaS?

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. 5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. Connect with Shep on LinkedIn.

Customer Service 190

Customer Service Best practices Customer Experience Analytics 190

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 billion by 2030, growing at a whopping CAGR of 22.7%

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Customer Service 63

Customer Service Average Handle Time Metrics Analytics 63

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Have you recently taken your business online?

Personalization 238

Personalization Customer Experience Chatbots Metrics 238

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. What does that tell us about how decision makers are buying customer experience software today? Is it critical?

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

ShepHyken

SEPTEMBER 9, 2022

This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years.

Marketing 208

Marketing Sales Engineering Analytics 208

Callminer

MAY 15, 2022

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report.

Analytics 182

Analytics Marketing Customer Experience 182

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. Assess how they’re going to harness analytics to make the right decisions.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Using Predictive Analysis for Customer Management.

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. Analytics are more important than ever. Live engagement sets customers at ease. Attention to Detail.

Call Center 376

Call Center Technology Banking Contact Center 376

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

NobelBiz

OCTOBER 22, 2024

Seamless experiences are what customers expect from companies today, and every unsatisfactory touch can lead to costly churn or negative word-of-mouth. Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

CSM Magazine

DECEMBER 3, 2024

No matter what sort of business you’re in, Artificial Intelligence (AI) is most probably already assisting you with marketing your products and services. However, as AI developers continue to produce tools for a variety of business tasks, you may not be aware of some of the newest tools produced with marketers in mind.

Marketing 52

Marketing Chatbots Analytics Advertising 52

BlueOcean

MARCH 11, 2025

Or perhaps you can sense that your customers are looking for more when they come calling. Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience. But its not a simple one. This isn’t a contradiction; it’s valuable intelligence.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

TeleDirect

DECEMBER 20, 2024

Why Customer Experience is the New Competitive Edge for Businesses In today’s hyper-competitive market, where consumers are bombarded with options at every turn, businesses face an undeniable truth: customer experience (CX) is no longer a mere differentiatorit is the competitive edge.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 168

Customer Experience Scripts Self service outsourcing 168

Interaction Metrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

CSM Magazine

OCTOBER 21, 2024

As businesses worldwide seek to improve efficiency while maintaining top-tier service, many have turned to call centre outsourcing in the Philippines to redefine their customer experience. This article explores how the Philippines is leading the way in customer experience innovation. The industry employs over 1.3

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

FEBRUARY 18, 2022

He shares how to improve the SaaS customer experience to encourage customer loyalty. So, while creating a product, focus on customer success to ensure customer satisfaction and reduce churn. So, offering a pleasant customer experience is critical to the success of your organization. . For example.

SaaS 190

SaaS Customer Experience B2B Feedback 190

ShepHyken

JUNE 4, 2019

They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers. What do customers want from a brand/company?

Advertising 300

Advertising Marketing Analytics Sales 300

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age.

B2C 328

B2C B2B Self service Sales 328

CSM Magazine

FEBRUARY 11, 2025

Converting Feedback into Features Product teams excel when they create systematic approaches to collecting and analyzing customer input. Support ticket trends, user behavior analytics, and direct customer interviews provide valuable data that shapes product decisions.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Why Does Reverse ETL Matter for Customer Experience?

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52