ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 259

Customer Service Chatbots Engineering Analytics 259

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. Nothing I did was going to get that engine to turn over.

Customer Service 218

Customer Service Finance Banking Engineering 218

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

Customer Service 243

Customer Service Enterprise Engineering Contact Center 243

CSM Magazine

APRIL 23, 2025

AI Chat-like support for site engineers delivers snappy native language responses based on over ten thousand pages of documentation and 6,000 site visit reports. Early trials saved up to two hours for every query, and the full deployment has saved 952 engineering hours to date and grows every day.

Engineering 52

Engineering Technical Support Feedback Management 52

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 232

Customer Service Automotive Feedback Customer centricity 232

ShepHyken

OCTOBER 19, 2018

Customers receive far deeper personalization that they were used before. AI-powered self-learning algorithms consider more ‘moments in time’ and not just browse and purchase behavior as most typical recommendation engines do today. Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

ShepHyken

SEPTEMBER 3, 2021

A customer experience management platform (CX management platform) can improve the quality of customer service by empowering CX agents with the data and the tools they need to provide high-quality customer service, raising agent productivity and the overall quality of service. .

Customer Experience 376

Customer Experience Management Contact Center Engineering 376

CCNG

JUNE 28, 2023

Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails". Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.

CCNG 195

CCNG Customer Experience Customer Service B2C 195

AWS Machine Learning

FEBRUARY 14, 2024

It enables you to privately customize the FMs with your data using techniques such as fine-tuning, prompt engineering, and Retrieval Augmented Generation (RAG), and build agents that run tasks using your enterprise systems and data sources while complying with security and privacy requirements.

Engineering 140

Engineering Chatbots Accountability Enterprise 140

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

OCTOBER 20, 2020

Building a Customer Engagement Strategy That Lasts. They discuss strategies for improving customer service, interaction, engagement and experience. Top Takeaways: Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale. It’s part of the company’s culture.

Customer centricity 73

Customer centricity Engineering Consulting Consulting 73

ShepHyken

DECEMBER 2, 2020

The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type of tires on the resort’s van that will be waiting at the airport or the number of parking spaces in the resort’s parking lot. Customers love the story.

Engineering 389

Engineering Customer Service Customer Experience 389

CCNG

OCTOBER 30, 2024

Justin Robbins is a keynote speaker, researcher, and business advisor who’s passionate about transforming customer interactions to drive measurable business outcomes. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth.

Engineering 195

Engineering Customer Experience Contact Center Call Center 195

AWS Machine Learning

APRIL 8, 2025

By understanding factors like traffic patterns, restaurant preparation times, and courier locations, the AI can proactively notify customers of their order status and expected arrival, reducing uncertainty and anxiety during the delivery process. In the past, the data science and engineering teams at iFood operated independently.

Engineering 107

Engineering Virtual Agent Management Technology 107

AWS Machine Learning

DECEMBER 3, 2024

The challenge: Resolving application problems before they impact customers New Relic’s 2024 Observability Forecast highlights three key operational challenges: Tool and context switching – Engineers use multiple monitoring tools, support desks, and documentation systems.

Customer Experience 106

Customer Experience Engineering Enterprise Benchmark 106

ShepHyken

APRIL 23, 2024

That creates confidence and increases overall customer satisfaction. Product improvements, new technology, new processes, and more can give your customers a fresh experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Your business is the same.

Customer Experience 349

Customer Experience Advertising Feedback Engineering 349

CCNG

JANUARY 15, 2025

Justin Robbins is a keynote speaker, researcher, and business advisor whos passionate about transforming customer interactions to drive measurable business outcomes. With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth.

Best practices 195

Best practices Engineering Technology Personalization 195

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Customer Service 185

Customer Service Advertising B2C Big data 185

CCNG

JUNE 21, 2023

Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys. This creates a seamless customer journey. Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. You have to anticipate customer needs.

Customer Service 195

Customer Service CCNG Self service Automotive 195

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

CSM Magazine

JANUARY 13, 2025

Customer service plays a vital role in the success of modern businesses, directly influencing customer loyalty and trust. The right tools and strategies empower customer service teams to deliver exceptional service while upholding strong security measures, protecting sensitive data, and building customer trust.

Customer Service 52

Customer Service Chatbots Engineering Management 52

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. However, it also offers: Excellent Growth Potential: According to the U.S.

Customer Service 52

Customer Service Management Education Contact Center 52

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Are your customers coming back out of true loyalty, habit, or some other reason? Tips to Providing Excellent Customer Service by Abdul Mooez.

Customer Service 176

Customer Service Personalization Engineering Surveys 176

Beyond Philosophy

MARCH 8, 2017

We have had four or five Virgin Media engineers to the house in England to solve the same problem. In Florida, we are having problems with our service, so I called customer care. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

Customer Service 176

Customer Service Construction B2C B2B 176

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

Connect

APRIL 23, 2025

In todays fast-paced, digital-first consumer market, omnichannel contact centres have become the frontline for customer service. These AI-driven digital tools can revolutionise contact centres and enhance customer service. This data-driven approach to customer service improves engagement and fosters brand loyalty.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 166

Customer Service B2B B2C Engineering 166

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. Next to Google, the biggest search engine is YouTube. Have a YouTube strategy.

Advertising 416

Advertising Engineering Consulting Consulting 416

CCNG

JULY 2, 2021

Our fully automated and adaptive language assessment engine provides accurate and immediate testing for speaking, writing and grammar in more than 10 global languages. When qualified and confident agents fill the seats of the contact center, customers and clients will receive the customer service they expect – and deserve.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

ShepHyken

OCTOBER 19, 2022

Their story is rich with high levels of luxury and engineering. And most of their customers perfectly echo the brand, as it delivers on its promise. . Do your customers’ perceptions of your brand echo yours? Then ask your customers. Instead, they became what one author refers to as The ultimate automotive failure.

Automotive 316

Automotive Advertising Engineering Feedback 316

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are my top five picks from last week.

Customer Service 174

Customer Service B2B Self service Engineering 174

CSM Magazine

MARCH 27, 2025

Sabio Group , the digital customer experience (CX) transformation specialist and expert services partner, today announced a significant new cloud migration project with Essent N.V., the Netherlands’ largest energy provider. ” Essent, which serves 2.5

Engineering 52

Engineering Customer Experience Cloud contact Technology 52

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return. The following tactics improve your search engine rankings and enhance the customer experience.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31