CX Accelerator

MAY 15, 2019

While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Oracle

FEBRUARY 13, 2019

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

Oracle

NOVEMBER 27, 2018

It looks like 2019 will be a big year for businesses that are looking to implement a configure-price-quote (CPQ) solution to ramp up their sales strategy. We looked at the 3 major CPQ software trends we expect to see for this year and examined which 2 CPQ features will be most used in 2019.

Trends 100

Trends Software Ecommerce B2B 100

Oracle

APRIL 1, 2019

In 2019, there’s a fundamental shift in the way brands think about omnichannel, as every part of the CX becomes crucial. However, as Shep Hyken writes for Forbes, customers don’t worry about anything other than choice and convenience. Here’s how the view of omnichannel is evolving in the year ahead.

Omni-Channel 108

Omni-Channel Customer Experience B2C Touchpoint 108

ShepHyken

AUGUST 26, 2019

37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?

Customer Service 110

Customer Service Advertising Strategy Customer Service Training 110

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. Be willing to invest. Be willing to re-invest.

Retail 100

Retail Customer Experience Omni-Channel Trends 100

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support.

Brands 189

Brands How To Contact Center Customer Expectations 189

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 No explanation is provided by ACSI, but you can take a look at the years and make some guesses based on the key drivers, which are expectations, perceived quality, and perceived value. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

Customer Service 120

Customer Service Leadership Ecommerce Culture 120

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” My Comment: If you want to win the customer service “game,” then you must practice the fundamentals.

Customer Service 110

Customer Service Competitive Advantage Trends Culture 110

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. Free Download: Live Chat Benchmark Report 2019. Free Download: Live Chat Benchmark Report 2019. Download Now. Download Now.

Report 100

Report Data Wait Times Effort Score 100

Alliance by IFS

OCTOBER 15, 2019

Astea helps service-driven manufacturers adopt smart data management practices and technologies such as IoT in order to enhance customer value. Nyköping, Sweden (October 15, 2019) — Astea International Inc., © 2019 Astea International Inc. www.astea.com. Service Smart. Enterprise Proven. a subsidiary of Astea International Inc.,

Conference 17

Conference Customer Satisfaction Technology Customer Expectations 17

Alliance by IFS

MARCH 28, 2019

Today’s customers expect their service delivery to be fast and personalized to their unique needs. To do so, companies must align their operational strategies with service expectations. With a rigorous on-boarding process in place, they educate on brand value, performance standards and customer expectations.

Video 90

Video Customer Centricity Customer Satisfaction Knowledge Base 90

ShepHyken

AUGUST 5, 2019

Love this line that in today’s digital world… “Your customers will experience less brick and more click.” The future is digital, but to get customers to emotionally connect, it still takes some human interaction. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah. Here are the big trends.

Self Service 108

Self Service Customer Service CRM Infographics 108

Alliance by IFS

NOVEMBER 11, 2019

Learn how to provide exceptional customer and technician experiences with Astea’s FSM technology. Sentosa, Singapore (November 11, 2019) — Astea International Inc., When: Tuesday, 12 November 2019 at 14:20. © 2019 Astea International Inc. Where: Amara Sanctuary Resort Sentosa, Singapore, Ballroom 2, Level 2. Learn More.

Self Service 18

Self Service Conference Customer Satisfaction Technology 18

ShepHyken

MAY 20, 2019

My Comment: This is not just a list of 20 ways to improve customer experience management; it’s a compilation of ideas from 20 experts. 14 Tips For Notifying Your Customers About Major Changes Without Scaring Them Away by Expert Panel, Forbes Communications Council. Follow on Twitter: @Hyken.

Customer Service 23

Customer Service CEM Fashion Employee Experience 23

ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. Of course you are.

Customer Journeys 96

Customer Journeys Customer Service eBook Sports 96

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. In fact, Gartner predicts that by 2025, over 50% of field service management deployments will include mobile AR collaboration and knowledge-sharing tools, up from fewer than 10% in 2019.

Self Service 207

Self Service Travel Knowledge Base Technology 207

NICE inContact

MARCH 5, 2019

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres.

Self Service 169

Self Service Omni-Channel Chatbots Customer Expectations 169

Thematic

AUGUST 7, 2019

Calculating the ROI of CX: The Complete Guide 2019 Chapter 1: Introduction – ROI or Die! Due to 3 reasons: Customer expectations are continuously rising; It is easier than ever to start a business and advertise to people world-wide; Customer loyalty is difficult to both win and retain.

ROI 123

ROI NPS Metrics Financial 123

Alliance by IFS

JULY 11, 2019

But Aberdeen research has found that when organizations invest in developing and strengthening the people, parts, and processes that go into delivering excellent customer experiences, they succeed in a number of ways and are able to thrive in today’s competitive landscape. Want to learn more?

Customer Satisfaction 88

Customer Satisfaction Customer Centricity Video Trends 88

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner. With increasing internal and external expectations, service leaders are on the line for mastering digital.

Customer Service 78

Customer Service CRM Leadership Report 78

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. It drives word-of-mouth referrals.

Customer Service 89

Customer Service Guest Experience B2B B2C 89

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer expectations change, your market changes, and your customer lifecycles change, too. Create a plan to consistently review your Voice of the Customer listening posts and the feedback you gather. Ask: Is this listening post still providing the right insights for today?

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

NICE inContact

DECEMBER 6, 2018

End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans. Learn about our new diagnostic toolkit to see where your customer experience people, process, and technology stack up.

Customer Experience 120

Customer Experience Contact Center NPS Customer Expectations 120

ProProfs Chat

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. Voice is and will continue to be an indomitable part of the customer service this year.

Self Service 78

Self Service Social Media Omni-Channel Trends 78

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 73

Customer Success Self Service Chief Customer Officer Customers 73

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions. Adapting Customer Service in Real-Time. Modern consumers are also extremely self-sufficient.

Banking 221

Banking Customer Experience Self Service Financial 221

Comm100

JANUARY 7, 2020

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever.

Data 146

Data Wait Times Chatbots Effort Score 146

Kayako

JANUARY 3, 2019

In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations. This is why it’s so important to have a strong customer experience strategy. Luckily for you, it’s not too late to start.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

CloudCherry

FEBRUARY 6, 2020

No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. After all, he wrote the book. (No So, where DO things currently stand in terms of IT and CX?

Customer Centricity 195

Customer Centricity Leadership Culture Industry 195

NICE inContact

APRIL 30, 2019

That’s why, as the global leader in cloud technology, NICE inContact helps contact centres all over the world deliver consistently exceptional customer experiences in the kind of omnichannel environment customers expect…outstanding CX that solidifies brand loyalty and turns customers into lifelong brand advocates.

Omni-Channel 149

Omni-Channel Loyalty Metrics Brands 149

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Mobile Friendliness.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

ProProfs Chat

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. But is that all you aim to offer in 2019 too?

Trends 77

Trends Self Service Customer Service Omni-Channel 77

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Infographics 84

Infographics Customer Service Social Media Tips 84

CloudCherry

AUGUST 19, 2019

Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity. Companies just can’t compete on product and price point alone anymore, and 80% of organizations expect to compete based on customer experience (CX) in 2019 and beyond.

Customer Centricity 218

Customer Centricity Culture Data Insurance 218