Guided CX Insights

How to use customer feedback to improve your service Are you listening to your customers? The voice of the customer (VoC) is powerful: 91% of people believe companies should fuel innovation by listening to buyers and customers, compared to only 31% who think they should hire a team of experts. Customer feedback is like a treasure map. It shows you where you’re doing well and where you need to dig deeper to find the gold—better service. But how do you turn that feedback into real improvements? Let’s explore some easy steps to make sure you’re getting the most out of what your customers have to say.

Technology has completely transformed the call center … but is it for the better? In some ways, yes. But as we’ve embraced more and more technology, we’ve lost sight of arguably the most important aspect of customer service: empathy. Most U.S. consumers — 83% of them, to be precise — would rather interact with live agents over digital channels to solve customer service issues, according to research from Accenture. In today’s digital world, people want real, genuine, human-to-human connection. Companies that build customer empathy by actively gathering insights about their customers and translating that information into meaningful actions provide helpful and meaningful experiences that drive customer loyalty.

Banking and financial services are undergoing a drastic transformation. The customer experience in 2023 looks a lot different from just five years ago, and finance CX leadership must keep up with evolving customer expectations and market trends to stay competitive. Here’s a look at four key trends and predictions in finance CX to know now. Be sure to download our 2023 CX trends infographic for a summary you can reference and share with your team.

If you’re in customer service management, being able to lead your team through tough times isn’t exactly on the job application. But as we head into a potential economic downturn on the heels of a pandemic, we’re thinking it probably should be.

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

Want to deliver outstanding customer service in 2023? You may have to refresh your approach.

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

It certainly isn’t a boring time to be in customer service. Customer demands are changing. Competition for consumer dollars is peaking. And companies are depending on the customer service team to be the frontline for a differentiating CX. Building the kind of stellar customer service experience that sets your company apart isn’t easy. But it can help to zoom out and see what kind of lessons there are to learn from the wider landscape. To that end, we’ve compiled 10 significant stats that illustrate where customer service is at, where it’s going and what you can do to improve your own. Let’s dive in:

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.