CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

ShepHyken

NOVEMBER 21, 2023

The lockdown has changed our customers’ perspective on how they want to spend their time. Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own. It’s about the ultimate end goal of a better customer experience.”

Personalization 241

Personalization Self service Chatbots Customer Support 241

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. AI agents , powered by large language models (LLMs), can analyze complex customer inquiries, access multiple data sources, and deliver relevant, detailed responses.

APIs 120

APIs Enterprise Automotive Customer Support 120

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers. My Comment: One of my favorite customer experience topics is loyalty programs.

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198

ShepHyken

JANUARY 28, 2025

All Customers Should Be Treated the Same: All customers must be treated with similar levels of respect. However, todays customers want a personalized experience. That means an individualized experience. Even Amazon has live customer support. However, customer support is a department.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

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 183

Customer Service B2B Sales Self service 183

ShepHyken

NOVEMBER 5, 2024

How can AI-driven tools support customer service agents in delivering better service? Why is it important for companies to prioritize customer experience over cost optimization? Top Takeaways There is still a huge gap between what people expect from their customer experience and what they are getting.

Customer Service 183

Customer Service Wait times Self service Technology 183

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 254

Customer Experience Self service Chatbots Engineering 254

ShepHyken

FEBRUARY 18, 2025

What role does empathy play in customer service? Top Takeaways To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes. Pay attention to what customers are not telling you.

Customer Service 219

Customer Service Construction Metrics Feedback 219

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 231

Customer Support Surveys Customer Service Personalization 231

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. Increase support team effectiveness.

Customer Service 395

Customer Service Customer Support Education Accountability 395

ShepHyken

MARCH 5, 2021

To increase your store’s sales, the customer experience of the store must be top-notch. What’s customer experience? It’s the experience that your customer would go through right from when they enter your online store to purchasing a product. It’s not easy to uplift your store’s customer experience.

Customer Experience 241

Customer Experience SaaS Sales Marketing 241

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

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.

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction. May the CX Force be with you!

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution.

Customer Support 231

Customer Support Enterprise Contact Center Technology 231

ShepHyken

FEBRUARY 12, 2024

What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers?

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels.

outsourcing 62

outsourcing Customer Support Technical Support Healthcare 62

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors?

Contact Center 225

Contact Center Brand ambassadors Self service Upselling 225

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. This ultimately improves the contact center’s efficiency, reduces costs, provides 24/7 customer support, and enables informed decision-making. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

TMP Direct

DECEMBER 10, 2024

Artificial Intelligence (AI) is transforming customer support by enhancing efficiency and satisfaction. As we look ahead, AI’s role in customer interactions will become increasingly vital. This blog explores the key trends shaping the future of AI in customer support, from hyper-personalization to autonomous systems.

Customer Support 52

Customer Support Big data Chatbots Analytics 52

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

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

Interactions

NOVEMBER 11, 2024

In a recent conversation with Emerj Research , I had the opportunity to dive deep into the evolving challenges of customer experience (CX) alongside Chloe Rice, the Director of Global Customer Experience at Shutterstock. It’s about enabling richer, more meaningful conversations that genuinely build trust with customers.

Personalization 62

Personalization Technology Enterprise Contact Center 62

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

CSM Magazine

OCTOBER 30, 2024

Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes. In the long term.

Personalization 52

Personalization Feedback Customer Support Marketing 52

CSM Magazine

JANUARY 3, 2025

Empathy is essential in customer support, but how do you know if its actually making a difference? By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. Customer Retention Rates: Empathy builds loyalty.

Customer Support 52

Customer Support Surveys Feedback Metrics 52

CSM Magazine

OCTOBER 21, 2024

The outsourcing industry in the Philippines has experienced exponential growth over the past two decades, cementing its reputation as a global leader in customer support services. This article explores how the Philippines is leading the way in customer experience innovation.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

TechSee

APRIL 17, 2022

The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. Warm transfers deliver an effortless and seamless customer experience.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

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

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. And AI will fuel this trend.

Chatbots 430

Chatbots Surveys Self service Personalization 430

TeleDirect

MARCH 14, 2025

24/7 Call Center Solutions: Enhancing Customer Experience Around the Clock 24/7 Call Center Solutions are essential for businesses aiming to provide seamless customer support, enhance customer satisfaction, and stay competitive in todays fast-paced marketplace. Increased customer retention and brand loyalty.

call center solutions 62

call center solutions Call Center Multi-channel support Abandon rate 62

ShepHyken

MARCH 25, 2022

He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Your brand’s name will eventually suffer if you don’t have a strong core team handling customer inquiries, keeping them pleased. Also, research says that brands with a great customer experience get them 5.7

Customer Experience 198

Customer Experience Employee engagement Customer centricity Chatbots 198

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52