Tricia Morris

Predicting: The Future of Customer Engagement

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already expect a customer service...

6 Technology Trends Shaping Digital Transformation

Digital transformation, as defined by Constellation Research, is "the methodology in which organizations transform and create new business models and culture with digital technologies." And these new business models, says Constellation Founder and Principal Analyst Ray Wang, are creating a winner takes all market. In a…

Why Design Thinking is Good for Digital Transformation

In a new Aligning the Organization for Its Digital Focus report from MIT Sloan Management Review and Deloitte University Press, nearly half (44%) of the more than 3,700 business executives, managers and analysts surveyed currently believe their organization is adequately preparing for digital disruption. But how should the...

What Every CEO Should Know About Customer Service and the Customer Experience

According to Forrester Research, more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact Centre Benchmarking Report which surveyed more than 1000 organizations this year across 81 countries and 14 industries shows that: -...

How Digital Transformation is Impacting Sales, Service and Marketing

Breakthroughs in and the exponential pace of disruptive innovation are fundamentally changing the way we do business. Brands and organizations are looking to digital transformation as the key to innovation, growth, and the discovery and creation of new business opportunities. Customer acquisition, the customer...

13 Haunting Customer Service Statistics

It’s frightening how much expectations for customer service have grown over the past few years. With more and more technology at their fingertips (and more amazing consumer experiences being presented each day), customers are looking for service and support so personalized, proactive and predictive...

Holiday Rush: 3 Things Retail Can Do Now to Prepare

Thirty-six percent (36%) of Americans will begin their December holiday shopping before the month of November this year; 19% plan to have it completed by November 1. That’s according to a new 2016 Holiday Shopping Season survey for BestBlackFriday.com. If you think more retailers are...

16 Stunning Statistics that Forecast the Future of the Internet of Things

When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous character once said in a movie that’s...

16 Top Customer Experience Takeaways from CRM Evolution

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as the Customer Service Experience and SpeechTEK conferences running concurrently), here are 16 terrific takeaways from the event shared by key speakers...

6 Ways Communities Complement Customer Service

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. According to Forrester Research, online self-service is now the most-used channel for customer service over...

Buy or Bye? Why Customer Service is Increasingly Key to Retail Success

Today’s retail customer is always shopping around – in store, online, on the phone. And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer...

16 Statistics Shaping the Future of Customer Service

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. Here is a collection of 16 statistics shaping customer service...

6 Metrics to Measure Your Customer Service Knowledge

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. No matter where or how it’s delivered, customer service and customer experience initiatives are depending more and more on that...

How Many Employees Does It Take to Break the Customer Experience

Just one. And unfortunately for most organizations, the customer experience is breaking or splintering hundreds if not thousands of times daily – from how customers are greeted, to differences and inaccuracies in the information they receive depending on the channel, department or individual they connect...

2016 Customer Service Trends: “Humanless” Customer Service Driving Change

As we start talking about self-service, virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options...

Is the Force Strong with Your Customer Service Team?

00000 Ever since I was little, I’ve loved Star Wars. When Episodes I, II and III came out in the late 1990s and early 2000s, I enjoyed those very much. But there was always something about the characters from episodes IV, V and VI –...

3 Customer Service Lessons (Past, Present and Future) from A Christmas Carol

00000 A Christmas Carol by Charles Dickens has been inspiring change for well more than a century. It was written by Dickens to inspire social change, but also in hopes to change the direction of Dickens’ waning career. Lessons from the holiday classic can be applied...

Customer Experience Consistency: What Your Employees Don’t Know Can Hurt You

“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016, 89% of companies expect to compete mostly on the basis of customer experience (compared...

The 2015 Wish List for Holiday Customer Service

The holiday shopping season is upon us, and do you know what that means? Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock...

Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index...

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