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. The 6 Top Customer Experience Trends in 2021 by Julien Rio (CXM) The […]
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.
The 6 Top Customer Experience Trends in 2021 by Julien Rio
(CXM) The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels.
My Comment: As we end 2020 and head into 2021, there are plenty of experts sharing their predictions and spotting the trends that will help us provide a better CX experience. Here’s RingCentral’s senior director of marketing, Julien Rio’s, take on it. And, there are some interesting stats and facts included to support his comments.
The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar
(ZDNet) Service and support channels have been flooded by anxious customers seeking new levels of empathetic, personalized engagement. Organizations are increasingly turning to technologies like AI to ease pressure on agents, but face challenges as demands on IT skyrocket.
My Comment: The digital transformation that has taken place since March of this year has been astounding. They propelled business – especially in the customer service and CX space – into the future. Businesses were forced to adapt and make changes. The author, Vala Afshar, says, “… crisis is a catalyst for change, and customer service management is signaling intentions to ramp up their AI adoption as part of broader digital transformation initiatives.”
8 Customer Experience Trends for 2021 by Steven Van Belleghem
(Steven Van Belleghem) In this blog, you can find the 8 customer experience trends for 2021 that I’m looking forward to.
My Comment: Here’s another list of trends, this time by an amazing thought leader in the CX space, Steven Van Belleghem. What intrigued me about this set of predictions were the first two. Van Belleghem’s take on eCommerce is that it’s E(everywhere)-Commerce – a very interesting way to view it. And, his second trend about how every company is now an entertainment company. (Something to think about!) That’s just two of the six. If you don’t follow Steven Van Belleghem, after reading this article, you will.
How to improve your reputation with average customer service by Jeff Toister
(Toister Performance Solutions) Forget wows. Stop worrying about delight. Don’t fret over extraordinary. Just be consistently, perfectly, boringly average.
My Comment: The title grabbed my attention. I’ve been preaching the concept of average versus amazing for years. The author writes, “You can stand out from the competition by being above average.” Ouch! Is the bar that low? Is the author really saying that some companies are so bad that raising the level of their customer service to average makes them better? If you read this article, you’ll understand why.
How to deliver great customer experience at scale by Dutta Satadip
(strategy+business) The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.
My Comment: Customers have their own pre-defined expectations. Meeting them is obviously important. However, when a company makes a promise to their customers, they often redefine those expectations. Then the secret to success is simple. Deliver on those promises. The title of this article sets an expectation, and the author delivers. Here’ you’ll learn to deliver a better CX at scale.
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.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2024 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA