Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Published on: January 10, 2022. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead.

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Totango

FEBRUARY 25, 2022

We wrapped up 2021 with a few game changing innovations and are excited to get on the road again with another exciting year of new features. . In case you missed it, Ravit Danino, our SVP of Product presented our Roadmap to Customer Success and what’s coming for 2022. Have you seen what Totango is working on? In-App messaging.

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Roadmap 2022 2021 Innovation 95

TechSee

JUNE 8, 2022

My education in the Field Service industry began when I joined TechSee in 2021. My first big foray into the space came at the November 2021 FSUSA event where critical topics like the acceleration of skilled technicians leaving the field, new cutting edge devices, and ever-expanding complexity in the equipment serviced were discussed.

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2022 2021 Government Travel 109

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In 2021, we saw the emergence of a new understanding of the customer journey.

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2022 Insights 2021 E Commerce 93

ShepHyken

DECEMBER 13, 2021

That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. and the U.K.,

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2021 Article Customer Service Social Media 78

ChurnZero

JULY 27, 2021

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Categories for 2021 include Best Enterprise-Level SaaS and Best Data-Driven SaaS, alongside new categories including ‘Bespoke SaaS Solution’. To view the full shortlist, please visit: [link]. About the SaaS Awards.

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CSM Magazine

JULY 22, 2022

Reputation , the global leader in reputation experience management (RXM), today announced findings from its 2022 Property Management Reputation Report , which analyzed nearly 600,000 reviews of over 80,000 multifamily residential properties. In it, we’ve seen review volume is up 7% compared to 2021, but sentiment is down 0.2

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Heart of the Customer

DECEMBER 15, 2021

Late last year, I predicted that 2021 would be The Year of Data. My 2021 prediction stemmed from […]. The post 2022: The Year of Data Integration appeared first on Heart of the Customer. And while it’s against my nature to say I told you so…boy, did I nail that one!

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2022 2021 ROI Metrics 78

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

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2022 Customer Service Omnichannel 2021 88

Comm100

JANUARY 18, 2022

Read on for a snapshot of our Live Chat Benchmark Report 2022, then download the free report below to gain access to all the benchmark data you need on your journey to customer experience (CX) excellence. Download: Live Chat Benchmark Report 2022. On average, chats per agent increased by 33% in 2021. Chat duration stayed steady.

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Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services.

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BirdEye

APRIL 20, 2022

In 2021, that trend accelerated, further cementing online reviews as an essential part of any business’ online presence. To get a full understanding of the latest review trends, Birdeye analyzed the review data of more than 80,000 businesses over 2021 in the 2022 state of online reviews report. Read the full Report.

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Interactions

JANUARY 6, 2022

Although 2022 seems to be ushering in similar uncertainties as 2021, we know one thing for sure. And now, the current conditions of the world have created the perfect storm for AI to continue to be a key player in CX in 2022 and beyond. . So, what is in store for AI in CX in 2022 and beyond? Read our blog to see how.

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2022 Customer Experience White Paper Contact Center 71

InMoment XI

JANUARY 27, 2022

New Zealand’s international border remains closed to the world until at least April 30th 2022 , with arrivals having to undergo a 14 day hotel quarantine. In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022.

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Airlines Customer Experience 2022 Financial 529

ShepHyken

NOVEMBER 29, 2021

5 Questions to Ask in Building a Customer Experience Strategy for 2022 by Phil Britt. My Comment: We’re just a little over a month away from 2022, and if you haven’t started strategizing on how to have your best year ever, it’s time to do so. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko.

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2021 Article Customer Service Retail 85

CSM Magazine

DECEMBER 6, 2021

Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. In August 2021 alone, 4.3 The Great Resignation is also upon us.

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E Commerce 2021 E-support Contact Center 97

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. To learn more, view G2’s 2022 Best Software List and read more about G2’s methodology.

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2022 Chief Customer Officer 2021 Touchpoint 98

Think Customers

JANUARY 11, 2022

It’s that time of year—to take stock and reflect on the last 12 months and look ahead trying to predict what 2022 will bring. A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.”

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2021 2022 Marketing Contact Center 52

ShepHyken

DECEMBER 20, 2021

The 5 Customer Experience Waves You Should Be Ready to Ride in 2022 By Mazen Ghalayini. My Comment: Are you ready for 2022, at least for your CX strategy? 14 Best Customer Experience Books to Read in 2021 by Angela Robinson. The post 5 Top Customer Service Articles of the Week 12-20-2021 appeared first on Shep Hyken.

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2021 Article Customer Service 2022 70

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The company plans on doubling its headcount in 2022. entrepreneurs who lead high-growth companies and think big to succeed.

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2022 Chief Customer Officer Leadership 2021 98

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

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Stella Connect

DECEMBER 2, 2021

Wondering what the top drivers of customer sentiment , purchase decisions, customer reviews, customer satisfaction and customer experience will be in 2022? Keep reading to find out the four biggest customer service trends for 2022. . Top Customer Service Trends for 2022 You Need to Know. 5: Agent tone and communication style.

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2022 Customer Service Poor Customer Service 2021 52

BirdEye

APRIL 28, 2022

In fact, our studies found that 71% of all reviews in 2021 were written on Google , but that doesn’t mean you should ignore the other 29%. In this article, we will cover six of the most reviewed industries, explain why niche sites are so effective in those industries and list five of the top sites you should give your attention to in 2022.

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2022 Automotive Healthcare 2021 104

West Monroe

MAY 16, 2022

At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year. That’s partly why 75% of C-suite executives told us they were bullish on the economy in Q4 2021. In short, 2022 may be turning out to be as stubbornly challenging as 2020 and 2021. About the Poll.

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2022 2021 Banking Competitive Advantage 98

Qualtrics

NOVEMBER 16, 2021

Consumers want better experiences in 2022, and businesses are failing to respond – risking on average 9.5% Read on for top-level insights from our Global Consumer Trends 2022 report. We asked over 23,000 consumers across 23 countries about their experiences with brands in 2021, and what they’re looking for from businesses in 2022.

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2022 Consumers 2021 Download 49

CustomerSuccessBox

AUGUST 23, 2021

INBOUND 2021. This conference will occur in the fall of 2021, and will have big-time celebrities and successful business leaders across a number of different industries. 24-27 October, 2021‍ Huntington Beach, California. October 18- 20, 2021 Las Vegas. November 9-11, 2021 Virtual. September 7-10,2021.

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CSM Magazine

NOVEMBER 23, 2021

The year 2021 was one of adjustment. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead. Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021. Lessons learned in 2021.

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2022 2021 Net Promoter Score Customer Journey Mapping 52

Comm100

JANUARY 6, 2022

With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world.

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2022 Customer Experience Omnichannel White Paper 91

Clarivate

NOVEMBER 15, 2022

The exceptional individuals designated Highly Cited Researchers 2022 have published multiple highly cited papers, ranking in the top 1% by citations for field and year over the last decade. Celebrating Highly Cited Researchers 2022. Of all the world’s researchers, they are one in 1,000. Research fuels the race for knowledge.

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BirdEye

APRIL 28, 2022

Birdeye’s 2022 state of online reviews report analyzed the review data of more than 80,000 businesses and found pivotal Google review trends that prove Google should be a major part of your review acquisition strategy. If one thing remained constant from 2020 to 2021, it’s that Google reigns as the dominant platform for online reviews.

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2022 2021 Automotive 2020 52

Kustomer

NOVEMBER 12, 2021

Read on for our recap of Kustomer NOW 2021, What’s NOW and What’s NEXT in CX. What happened in 2020 – 2021 was that business leaders and entrepreneurs adopted the concept I call radical necessity,” said Raz. “So 2021 demonstrated there’s no time like the present to prepare for the future. So what do I mean by that?

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Gainsight

APRIL 21, 2022

2022 has already been quite the year. Since 2021, we have seen more product-led hypergrowth than in years past. In fact, in 2022, there are reportedly over 1,000 companies that were in hypergrowth and reached “unicorn” status worldwide.

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2022 Government 2021 Magazine 52

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. This outlook will not include an analysis of M&A trends. We consider it the top asset in most institutions with whom we do work. Build, partner, or buy?

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Banking 2022 Financial Multi-Channel 52

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. I asked our team to weigh in on what they predict for the future of Customer Success in 2022. I asked our team to weigh in on what they predict for the future of Customer Success in 2022. Countdown of our top 10 predictions for Customer Success in 2022.

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Andrew Mcfarland

JANUARY 9, 2022

The most read customer experience (CX) content on Pivot Point in 2021. To spark new ideas and ACTION in 2022.

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2021 2022 Customer Experience Customers 62

Lithium

JANUARY 4, 2022

2021 is already over, and we’re not even over 2020 yet. We’d tell you exactly what will happen in 2022 if we could, but we can’t. We’d tell you exactly what will happen in 2022 if we could, but we can’t. Check out the four customer engagement trends you should be on the lookout for in 2022. So, what now?

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ShepHyken

DECEMBER 6, 2021

The Instant Group) After the unprecedented challenges of the past two years, around 9 in 10 British employees are on the hunt for a new job in 2021. And as we head into 2022, more than half of employees worldwide (54%) say they will leave their job if not offered post-pandemic flexibility on when and how they work.

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