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 206

Feedback B2B Customer Service Customer Support 206

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organization prioritizes speed, process, or risk management, with the right tools, your contact center can move beyond outdated document holders and into a future of efficiency and engagement.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 206

Customer Experience B2C B2B Benchmark 206

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 183

Feedback Airlines Best practices Surveys 183

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 421

Customer Experience Feedback Customer Service Personalization 421

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 191

Customer Service outsourcing Customer Support Chatbots 191

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 183

Customer Service Best practices Customer Experience Analytics 183

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 183

Customer Service B2B Sales Self service 183

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 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 225

Contact Center Brand ambassadors Self service Upselling 225

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

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 191

Customer Service Customer centricity Entertainment Airlines 191

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 206

Customer Experience Self service Banking Wait times 206

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 191

Chatbots Customer centricity Metrics Feedback 191

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 198

Marketing Customer Experience Sales Customer Service 198

CCNG

MARCH 12, 2025

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Because in the end, a knowledge management system that trains agents’ brains where to look and builds helpful habits is the key to faster, more effective problem-solving.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

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 391

Surveys Customer Service Marketing 391

Callminer

AUGUST 10, 2022

In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more.

Healthcare 345

Healthcare 345

TeleDirect

DECEMBER 25, 2024

Industries That Benefit From 24/7 Call Centers While all industries can benefit from round-the-clock customer support, some sectors rely on it more heavily: 1. Choose the Right Outsourcing Partner Partner with a reputable provider with expertise in your industry. Identify trends and areas for improvement.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

JULY 23, 2021

Creativity is a key quality that makes you stand out in your industry. Communication is essential no matter which industry you belong to. Relying on one another builds trust and helps every team member learn how to achieve multipart goals with others. . Inspires Creativity via Discussion Forums and Feedback .

Feedback 408

Feedback Surveys Management Employee engagement 408

Callminer

JANUARY 9, 2023

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.

Analytics 341

Analytics 341

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 331

Automotive Airlines Benchmark Service level 331

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 346

Feedback Healthcare Analytics Customer Service 346

TechSee

NOVEMBER 4, 2024

Custom Classification: Recognizes specific objects or scenarios relevant to a particular industry or use case. Of course, these applications are just a few of the ways Visual AI is transforming customer experiences across different industries. This can include OCR or text analysis capabilities, and more.

Telecommunications 109

Telecommunications Personalization Customer Experience Technology 109

ShepHyken

DECEMBER 17, 2024

He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications. .” About: John Durocher is the Chief Customer Officer at Calix.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

NOVEMBER 14, 2024

Certain industries, like hospitality, report even more impressive time savings, reaching as high as 54.1%. Over 40% of businesses say AI reduces customer interactions needing live agents, shortens call durations, and cuts down after-call work time. Efficiency Gains with AI The time-saving impact of AI is substantial.

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165