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Bridging the Gap Between Perception and Reality

We’ve long extolled how the Customer Experience (CX) is your business’s most important product, and that no matter how good your actual goods and services are, a poor CX will doom your business. Most business owners, CEOs, and managers agree, but many have deluded themselves into believing that their businesses…
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A Seamless Experience

This is the final part of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll consider the rising importance of item five on his list of predictions, “Convenience Rules.” Hyken tells us, “Prior to the pandemic, convenience…
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Make ‘Now’ Your Business

This is part four of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at item four on his list of predictions: “Customers Want It Now.” Hyken explains that customers are becoming less patient…
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A Force for Good

This is part three of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at the next prediction on his list: “Social Cause Increases Customer Satisfaction.” Hyken explains, “43% of consumers believe it’s important…
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The Employee Experience Matters

Continuing our in-depth look at customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” let’s consider his prediction that the employee experience will be just as important as the customer’s. Buzz, Buzz, Buzz The customer service industry, just like everything these days, is…
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Customers Are Getting Smarter

Earlier this year, customer-experience expert Shep Hyken posted an article titled “Top Customer Service and CX Predictions and Trends for 2024”, in which he distilled his five favorites. These include his belief that customers will continue to get smarter, that the employee experience will be just as important as the…
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The Full Spectrum of the Customer Experience

Customer service transcends the boundaries that most people picture when they consider the term. It is no longer relegated to a department or call center, and has evolved into a holistic approach encompassing every interaction the customer has with your brand. This includes the initial discovery phase and the post-purchase…
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Improvement Imperative

One of the many adages that most of us know is, “Why fix what isn’t broke?” The idea is that we should avoid expending time and resources to improve something that is already working, especially if there’s a risk that we might accidentally take a good thing and make it…
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