ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.
ShepHyken
AUGUST 13, 2021
He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. The post Guest Post: How Can PR Crisis Management Shape Customer Experiences? KFC – #KFCCrisis.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TeleDirect
DECEMBER 25, 2024
How 24/7 Call Centers Improve Your Customer Experience In todays global and always-connected marketplace, customer expectations have evolved dramatically. Businesses are no longer judged solely on the quality of their products or services but on the customer experience (CX) they provide. These include: 1.
Beyond Philosophy
DECEMBER 31, 2019
With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. Ideas also get trendy.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
ShepHyken
NOVEMBER 14, 2024
This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. in 2022 to 28.1%
ShepHyken
OCTOBER 27, 2024
Each week, I read many customer service and customer experience articles from various resources. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The rise of chatbots and AI has changed that. With turnover increasing and employee engagement plummeting, focusing on this touchpoint is vital for employees to interact with customers in a more efficient and emotionally intelligent way.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience. But is this the best place to burn our operational calories?
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Expert insights. Personalized for you.
397 
Let's personalize your content