7 New Technologies to Improve Customer Service in 2021


COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond.

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Customer Experience Events, Fall 2021

eGain Blogs

Join eGain CEO, Ashu Roy, and a CxO of a premier eGain client at their keynote presentation at KMWorld Connect 2021. KMWorld CONNECT 2021. November 15-18, 2021 | Virtual. Call & Contact Centre Expo 2021. November 16-17, 2021 | ExCel, London | In-Person.

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CX Day 2021: A Reflection on My Customer Experience Journey


Over the course of my journey into better understanding the CXPA customer experience core competencies, I came away with some key learnings and real-world anecdotes that are especially relevant on the heels of CX Day 2021.

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Customer service trends for 2021: Top analyst predictions


Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. Forrester predicts that in 2021, digital customer service interactions will increase by 40%. That’s also not likely to change in 2021.

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Best New Customer Experience and Design Books – 2021 List


Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

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National Customer Service Week 2021!

Myra Golden Media

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

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2021: Emerging AI trends in the telecom industry


billion in 2021, at a CAGR of 43.6%. CSPs in 2021 are recognizing that applying RPA to alleviate even some of the telecom staff’s workload will have a major impact on streamlining processes and improving profitability. Technology is already a big part of the telecommunications industry, and as Big Data tools and applications become more available and sophisticated, AI can be expected to continue to grow in this space into 2021 and beyond.

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Announcing Help Scout's 2021 Customer Service Awards

Help Scout

Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce. Read the full article

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Join eGain at KMWorld Connect 2021

eGain Blogs

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? 16 November 2021 | 11:45 am—12:00 pm ET. Join us at KMWorld Connect 2021!

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Customer Journey Optimization: 2021 Beginner’s Guide


The post Customer Journey Optimization: 2021 Beginner’s Guide appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles.

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CX Day 2021: Three Stories that Prove CX Is a Team Sport

InMoment XI

You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.”

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How AR Enables the 4 Key Field Service Trends of 2021


This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment.

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CX Leader of the Year 2021 finalists revealed!


Engagement CX Leader of the Year 2021 finalists revealed

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Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Shep’s 2021 Top 10 Business Predictions


So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. The word for 2021 will be empathy. The post Shep’s 2021 Top 10 Business Predictions appeared first on Shep Hyken.

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Technician Dispatch in 2021: 4 Fresh Approaches to Cost


The post Technician Dispatch in 2021: 4 Fresh Approaches to Cost appeared first on TechSee. Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations.

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The One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

What to Do with This Information in 2021. To summarize, here is the one thing to improve your Customer Experience in 2021: Stop looking for the silver bullet. The post The One Thing to Improve Your Customer Experience in 2021 appeared first on CX Consulting.

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Best Chatbot Development Frameworks & Platforms [2021]


The post Best Chatbot Development Frameworks & Platforms [2021] appeared first on Kommunicate Blog. Since the upsurge of the Covid-19 pandemic in 2020, the necessity of chatbots has increased. This is because people had to work from home.

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

2021 trends report: Amplifying the voice of the customer


The post 2021 trends report: Amplifying the voice of the customer appeared first on Keatext. Customer Experience

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Forrester's Customer Insights

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ChurnZero Named Overall SaaS Category Winner in 2021 APPEALIE Awards


2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row.

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Best Customer Success Certifications 2021: The Ultimate List


Best Customer Success Certifications 2021. The course is great in 2021 as it is great path for those looking to break into customer success. The post Best Customer Success Certifications 2021: The Ultimate List appeared first on SmartKarrot l Comprehensive Customer Success.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

CX Leader of the Year 2021 winner: Sri Safitri, Telkom Indonesia


Engagement CX Leader of the Year 2021 winner revealed

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Uniphore Named One of the Fastest-Growing Companies in North America on the 2021 Deloitte Technology Fast 500™


In 2021, Uniphore announced several key milestones, including its $150M Series D funding , as well as the strategic acquisition of two innovative companies – Emotion Research Labs and Jacada.

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Atlas Highlights - November 2021


? Khoros Autumn Innovation Release. So much has changed in the last year. And we’ve been hard at work to change with the rapidly evolving world — especially for the contact center.

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5 Must-Read CX Books in 2021


We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

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The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!


Forrester's Customer Insights

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ChurnZero Shortlisted for 2021 SaaS Awards


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’.

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The State of Customer Experience (CX) 2021


Now, as we enter the last quarter of 2021, the need and investment in customer […]. The post The State of Customer Experience (CX) 2021 appeared first on Mopinion. No doubt, the last year and a half has been challenging for everyone.

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Kustomer Named as a Finalist in the 2021 SaaS Awards


In recognition of that achievement, we are proud to announce that Kustomer is a finalist in the 2021 SaaS Awards Program in the category of “Best SaaS Product for Customer Service/CRM.”. Kustomer News 2021 Saas Awards Best SaaS Product

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Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.