ShepHyken

APRIL 8, 2025

What lessons can businesses learn from the hospitality industry? Kindness can be the golden rule in any industry. ” About: Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. Why is emotional connection important in business? Authentic leaders can transform a business.

Customer Experience 205

Customer Experience Morale Personalization Customer Service 205

CSM Magazine

MARCH 19, 2025

These days are fading as conversational AI reimagines customer experiences across industries. Industry Impacts: Transformation in the Real World Retail: Your New Digital Shopping Concierge Conversational AI is improving the buying process for e-commerce brands. Have you ever spent 45 minutes on hold just to ask a simple question?

Chatbots 52

Chatbots Banking Healthcare Multichannel 52

CCNG

APRIL 3, 2025

Staying competitive means focusing on: Seamless AI and human integration Workforce optimization and strategic outsourcing Data-driven insights for proactive engagement Christa Heibel is an industry insider, thought leader, change maker, and the Founder and CEO at CH Consulting Group.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

ShepHyken

MARCH 4, 2025

Short of direct feedback, which in my opinion is still the best way to learn if your customers love you (or not), read competitor reviews on their websites or in the B2B world and partake in industry forums to find out what customers are saying about the companies they do business with.

Feedback 212

Feedback B2B Customer Service Customer Support 212

CCNG

JANUARY 29, 2025

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Whether your organization prioritizes speed, process, or risk management, with the right tools, your contact center can move beyond outdated document holders and into a future of efficiency and engagement.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

Callminer

FEBRUARY 18, 2025

Improving patient experience is a key focus for global healthcare organizations in 2025. This blog explores key trends and challenges shaping healthcares use of AI to impact patient outcomes.

Healthcare 182

Healthcare 182

ShepHyken

DECEMBER 23, 2024

In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. They are comparing you to the best customer experiences they have had from brands in every industry. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations.

Customer Experience 212

Customer Experience B2C B2B Benchmark 212

CCNG

OCTOBER 30, 2024

But despite the growing demand for connection and deeper learning, the industry is missing the mark. In an industry that prides itself on being people-centric, the irony is glaring. 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

ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report. Customer loyalty is fragile.

Feedback 187

Feedback Airlines Best practices Surveys 187

ShepHyken

APRIL 13, 2025

3 Winning Brands, 3 Unique Approaches to Member Retention by Josh Liberatore (Athletech News ) ATN breaks down how three top brands across different sectors of the industry boutique fitness, big-box gyms and luxury lifestyle are winning members over by creating a special and unique atmosphere. Back to Basics: What Is Customer Experience?

Customer Service 167

Customer Service Surveys B2B Self service 167

ShepHyken

NOVEMBER 3, 2021

While he’s in the hospitality industry, this could apply to any type of business. I think you’ll agree that you don’t have to be in the hotel or hospitality industry to benefit from answering these questions. One of our faithful subscribers sent in a question. It could be an isolated incident, which is easy to fix.

Customer Experience 423

Customer Experience Feedback Customer Service Personalization 423

ShepHyken

MARCH 30, 2025

How Consumer Feedback Shapes Customer Experience by Jessica Aleman (FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries. I always suggest looking outside of your industry to get ideas on how to be more competitive within your industry.

Customer Service 177

Customer Service Feedback Surveys Customer Experience 177

CCNG

JANUARY 15, 2025

Are we challenging outdated assumptions about whats possible in our industry? With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. What opportunities are we missing by sticking to whats always worked?

Best practices 195

Best practices Engineering Technology Personalization 195

ShepHyken

DECEMBER 22, 2024

Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar (Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful.

Customer Service 196

Customer Service outsourcing Customer Support Chatbots 196

ShepHyken

FEBRUARY 9, 2025

This article includes 15 ideas from nine industry experts. Todays All-Star line-up is stacked with industry leaders who have seen it all: the good, the bad, and the ugly. This time, we get lessons from leaders from all types of businesses and industries. Perhaps he will do a Part Two or follow-up article later this year.

Customer Service 187

Customer Service Best practices Customer Experience Analytics 187

ShepHyken

DECEMBER 9, 2024

Experts across the industry forecasted significant advancements in AI, personalization, self-service, immersive technologies, and omnichannel strategies. Lets dive into which predictions materialized, based on insights shared by industry leaders.

Customer Service 187

Customer Service B2B Sales Self service 187

ShepHyken

OCTOBER 28, 2024

” “A gauntlet has been thrown at the feet of the contact center industry. .” “The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.” That gauntlet is a challenge for us to deliver experiences that people actually love.”

Contact Center 232

Contact Center Brand ambassadors Self service Upselling 232

ShepHyken

MARCH 24, 2025

Magazine) Giving back has become a central priority for business leaders across industries. Heres How by Rhys Fisher (CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades.

Customer Service 187

Customer Service Healthcare Customer Experience Contact Center 187

CCNG

DECEMBER 11, 2024

That can become a compliance challenge for industries like healthcare, financial services, insurance, and more. Cognigy is revolutionizing the customer service industry by providing a cutting-edge AI Agent platform for voice and chat. It’s a preview of progress; we have lots of work to do on robustness and truthfulness.”

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

OCTOBER 21, 2024

” “Customer and employee expectations are changing across all industries. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what’s gone wrong, and how you can support the employees helping them.”

Customer Experience 212

Customer Experience Self service Banking Wait times 212

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. Empower me, know me, reach me, and delight me… These are the elements of a great personalization strategy. That is the epitome of successful relationship marketing.

Customer Service 196

Customer Service Customer centricity Entertainment Airlines 196

CCNG

NOVEMBER 13, 2024

Labor Shortages and Rising Interaction Volumes The contact center industry has long struggled with high attrition rates, but since 2022, these rates have surged to an average of 31%. Cognigy is revolutionizing the customer service industry by providing a cutting-edge AI Agent platform for voice and chat.

Contact Center 195

Contact Center CCNG Technology SaaS 195

ShepHyken

MARCH 31, 2025

Quotes: “Because many customer experiences are now digital, you’re not just competing with others in your industry. You’re up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations.”

Consulting 177

Consulting Consulting Customer Experience Personalization 177

ShepHyken

MARCH 24, 2025

Regularly assess your internal processes and external industry trends to identify areas where you can improve. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent. Adopting a mindset of continuous improvement prepares companies for future challenges.

Customer Experience 177

Customer Experience Metrics Feedback Customer Service 177

ShepHyken

FEBRUARY 3, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers?

Marketing 205

Marketing Customer Experience Sales Customer Service 205

ShepHyken

MARCH 10, 2025

Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.

Chatbots 196

Chatbots Customer centricity Metrics Feedback 196

TechSee

OCTOBER 17, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Common CX Pain Points  Across various industries, businesses encounter recurring challenges in their customer experience operations. This can strain support teams, lead to long wait times, and increase the risk of customer churn.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

ShepHyken

FEBRUARY 14, 2023

Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? I love discussing the companies we love to do business with outside of our own industries, and that’s why.

Surveys 396

Surveys Customer Service Marketing 396

ShepHyken

SEPTEMBER 11, 2023

Customers don’t just compare you to other companies within your industry. Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. When they create this new way in an industry with a lot of headroom, they will win.”

Automotive 338

Automotive Airlines Benchmark Service level 338

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. Feedback devices can be especially beneficial for retail, healthcare, and industries where customer experience directly impacts revenue. ” About: Miika Mäkitalo is the CEO of HappyOrNot.

Feedback 353

Feedback Healthcare Analytics Customer Service 353