Top 5 Customer Service & CX Articles for Week of November 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.

10 Trends to Guide Your 2025 CX Strategy by NICE

(CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.

My Comment: This week’s top five starts with a research report from NICE on CX trends in 2025. You’ll have to share your information (name, email, etc.) to get the report. As we head toward the end of the year, it’s important to think about what’s trending. Obviously, AI and technology are the “topic du jour.” Its capabilities are improving and expanding.

May the CX Force be with you! by Joao Pereira

(European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.

My Comment: I love movies, and one of my favorites is Star Wars. I remember my first Star Wars movie experience in the 1970s. A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” Isn’t that exactly what we want?

The Power of Customer Behavior Analysis by Mike Henry

(InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. Actively analyzing customer behavior can help your business improve operations, marketing efforts, and help build stronger customer relationships.

My Comment: There has never been a better time to understand your customer’s buying behavior. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever.

How Customer Profiling Works: 3 Effective Methods by Shopify

(Shopify) Customer profiling allows you to gather data on your target audience and paint a picture of their motivations and desires.

My Comment: This is the perfect article to follow up on our last submission from InMoment on understanding your customer’s behavior. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information.

The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution by Sheila Walthoe

(No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. However, this isn’t just a fanciful dream driven by excessive sleep deprivation and caffeine consumed while waiting on hold. Thanks to Generative AI, this is becoming a reality. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it. Generative AI technology will prove as impactful on this generation as the Internet or the printing press for generations past.

My Comment: Customer support is going to get better! While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement. When we hear the recording (again and again) that states, “Your call is important to us,” we have to wonder if it really is. This article shares how Generative AI is going to help change that perception.

BONUS

Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff by High Point University

(High Point University) Shep Hyken, a world-renowned customer service and customer experience expert, recently mentored High Point University students and staff as HPU’s Customer Service Expert in Residence. While on campus, Hyken shared lunch with students in Cottrell Hall.

My Comment: I have the honor of working with High Point University as one of their “Experts in Residence.” Last month, I spent two days at HPU sharing ideas on CX with staff and students. They did a beautiful job of summarizing the presentations.

Woman Throws A 40-Minute Fit And Colleague Listens To It All, Gets Her Fired by Robyn Smith and Ilona Baliūnaitė

(Bored Panda) Working in customer service or a call center is no walk in the park. Especially when you’re on the receiving end of customer complaints. If you’re lucky, you’ll deal with a calm and polite caller and you’ll be able to assist, say goodbye, and move on. But that’s not always the case. A recent survey revealed that 60% of customers have hung up on a customer service/support agent, and 34% of customers admit to yelling at a customer service agent.

My Comment: Last week, I was interviewed about how to handle angry customers who yell and curse at employees. The author included several of my thoughts. This is great information to remember the next time you have that angry customer who thinks they are right.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.