window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'UA-2233182-1');
Contact Shep (314) 692-2200

5 Top Customer Service Articles for the Week of February 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru […]

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

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind

(Forbes) As the CTO of a company that streamlines customer care operations, I’ve seen firsthand how fast access to products and services, combined with seamless processes without media disruptions and channel changes, is at the top of the list of priorities for customers.

My Comment: What does the future of CX look like? According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). I agree that they are all getting better, and at a rapid pace. I’m looking forward to seeing how much better.

Pioneers: Who’s really going to drive a new retail perspective? by Mimi Lettunich

(Retail Customer Experience) With nearly 3.8 million retail establishments currently operating in the U.S. alone, today’s retail environment has never been more competitive.

My Comment: I found this article very interesting. It has several excellent examples of how companies (retailers) are taking advantage of in-store customer experiences and separating themselves from online competition. It’s hard to try out a bed on a website.

Customer Experience & Customer Service Stats from 2018 and Predictions for 2019 by Jake Michaels

(GreenRope) For our second post in the series of statistics, let’s talk customer service trends for 2018, and how companies are changing the way they manage their customer’s experience for 2019.

My Comment: There are plenty of stats and facts to get you thinking in this article that recaps some findings from last year and predictions for this year.

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 at www.Hyken.com. Connect with Shep on LinkedIn.

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

Name*
This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA