TechSee

FEBRUARY 10, 2025

But in today’s world, your customers expect more. This is where AI-driven customer service experiences truly stand out. They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

ShepHyken

DECEMBER 31, 2024

A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction.

Feedback 91

Feedback Customer Service Customer Service Representative Customers 91

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 341

Customer Service e-support Self Service Customers 341

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. There are measurable steps companies can take to improve customer service.

Customer Service 296

Customer Service Social Media Ecommerce Competitive Advantage 296

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. Are you ready to deliver Friction-Free Customer Service?

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

ECXO

MARCH 11, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Action Point: Develop a CX scorecard that combines customer experience data with financial KPIs.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

ECXO

NOVEMBER 26, 2024

This makes them extremely effective in customer-facing roles, where time is of the essence. This can be a huge asset in customer service, where issues need to be resolved quickly to maintain satisfaction. Unicorns Bring a Personal Touch These rare employees know how to connect with customers on a personal level.

Self Service 334

Self Service Culture Training Analytics 334

ShepHyken

MARCH 10, 2025

By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others. The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations.

Customer Expectations 77

Customer Expectations Meeting Net Promoter Score Chatbots 77

InMoment XI

APRIL 3, 2024

They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. Let’s get into the details.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?

Self Service 290

Self Service Customer Service Management Knowledge Base 290

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 240

Customer Service Strategy Self Service How To 240

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Proactive customer engagement takes off. “By

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so.

Self Service 237

Self Service Customer Service Strategy Omni-Channel 237

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. To begin, let’s look at what omnichannel customer service is and how it works.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 255

Customer Service Chatbots Technology Interaction 255

InMoment XI

APRIL 3, 2025

The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

APRIL 6, 2025

Making life easier for customers isnt superficialits strategic. While customers expect efficiency gains , the real impact lies in how you demonstrate and deliver them over time. IBMs Watson AI reduces contact center staffing needs by improving resolution speed and accuracymaking customer service a profit lever.

Contact Center 275

Contact Center B2B Competitive Advantage Self Service 275

ShepHyken

NOVEMBER 5, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions? ” “AI will cause jobs to shift.

Customer Service 74

Customer Service Self Service Social Media Customer Service Representative 74

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 77

Customer Service Self Service Social Media Contact Center 77

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 74

Customer Service Ecommerce Self Service Omni-Channel 74

ECXO

FEBRUARY 10, 2025

But to the customer, especially one in a rush, those five minutes feel like an agonizing eternity. If youre not aware of how time and perception shift based on customer expectations, youre setting yourself up for disappointment, negative reviews, and lost sales. Now, apply this to customer experience.

Customer Experience 178

Customer Experience Self Service Social Media Customer Expectations 178

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Adrian Swinscoe

APRIL 13, 2025

For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe.

Customer Expectations 59

Customer Expectations Meeting Data Customers 59

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service.

Customer Service 236

Customer Service Chatbots Wait Times Industry 236

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 136

Customer Experience Hospitality How To Brands 136

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Customer Service 74

Customer Service Self Service Connections Social Media 74

eglobalis

NOVEMBER 3, 2024

Cisco also exemplifies this approach, particularly in its B2B customer service for enterprise solutions. In my article “The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business” , I discussed how over-reliance on NPS can provide an incomplete view of the customer experience.

B2B 518

B2B Culture Innovation Loyalty 518

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. It makes you feel important with personal attention and custom offers.

Customer Service 70

Customer Service Loyalty Feedback Contact Center 70

CSM Magazine

MARCH 28, 2025

If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Its not just about smiling at your customers or apologizing when something goes wrong. Focus on Empathy Put yourself in your customers shoes.

Customer Service 59

Customer Service Self Service Effort Score Loyalty Programs 59

ECXO

NOVEMBER 19, 2024

Whether it’s using AI to streamline customer support or adopting new channels to engage with customers, staying innovative ensures you can adapt to ever-changing customer expectations. Application in CX : • Customer Feedback Loops : Establish mechanisms for collecting, analyzing, and acting on customer feedback.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management. Be transparent with your customers.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences.

Customer Service 52

Customer Service Wait Times Feedback Customers 52