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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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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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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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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Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

AI in Call Centers: Top innovations for 2021


According to a 2021 survey, 65% of U.S. The post AI in Call Centers: Top innovations for 2021 appeared first on TechSee. Call centers are busier than ever. consumers have required assistance during the COVID-19 pandemic.

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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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The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World


What worked in 2019 may not work in 2021 or 2022. Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships.

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Forrester's Customer Insights

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Pulse Everywhere 2021: Speaker Spotlights


The more we thought about it, the more we saw parallels between some of our favorite movies and shows with the agenda we’re developing for Pulse Everywhere 2021. The post Pulse Everywhere 2021: Speaker Spotlights appeared first on Customer Success and Product Experience Software | Gainsight.

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

The ultimate NRF 2021 recap


Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . At NRF 2021: Retail’s Big ShowChapter 1, we also heard from Niraj Shah, co-founder, president and CEO of Wayfair.

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Atlas Highlights - May 2021


Hello, to all of our Atlas members! The event for digital leaders is back! This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences.

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21 Tips for 2021 Customer Experience Excellence


21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Interestingly, like the list above, the answer to customer experience excellence in 2021 is to revisit the basics: they’re long overdue! The 2021 must-haves require far more than Service.

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How Will Customer Sentiment Affect CX in 2021?


We’ve partnered with Crack the Customer Code to bring valuable resources and discussion to the CXM community.

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Positioning Your Community: How to Find and Deliver Your Community's Unique Value

Speaker: Richard Millington, the Founder of FeverBee

Join us on Tuesday, May 11th at 12:00 PM EDT for a webinar led by Richard Millington, the Founder of FeverBee. Richard will talk through FeverBee’s approach to identifying and delivering on an organization's unique value.

Top 5 Customer Experience Trends for 2021


So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? With 61% of business leaders concerned that their data is at risk, there will be an increased focus on privacy and what brands do with data in 2021.

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TSIA Interact Spring 2021: Key Takeaways

Education Services Group

I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! The post TSIA Interact Spring 2021: Key Takeaways appeared first on ESG.

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3 Technologies Contact Centers Need in 2021

Upstream Works

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. As a starting point for these decisions, here are three technologies your contact center needs in 2021.

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Guest Post: Five Actionable Ideas to Transform Your Customer Service in 2021


Customer Service Trends For 2021 . To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. Here are five customer service trends to watch out for in 2021:? .

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Marketing-Led Post-COVID-19 Growth Strategies

Businesses are laying off workers, shutting their doors (some permanently), and struggling to react to the radical destruction that coronavirus (COVID-19) is doing to our society and communities. However, there’s no team better suited to lead that charge than the marketing department.


Forrester's Customer Insights

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Top 5 Customer Success Takeaways from TSIA Interact 2021


Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . TSIA (@TSIACommunity) May 4, 2021. .

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21 CX Predictions for 2021

Smarter CX

Here are 21 CX predictions for 2021, informed by some of the top experts of customer experience. Brands will invest in research to learn more about the 2021 buyer. Data held on customers’ needs and motivations changed quickly in 2020, though the data gleaned in the 2020 shifts may no longer be relevant to 2021 consumers. Where 2020 was a year of survival, 2021’s CX approach to the customer journey will be reviewed and reconfigured.

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Live Chat Benchmark Data 2021


How did agent and customer experience change, and what does this mean for 2021? Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021.

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What We Learned From Our Own Data-Driven ABM Strategy

ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.

5 Top Customer Service Articles For the Week of February 22, 2021


The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. My Comment: We’re not quite two months into the year, so reading relevant predictions for 2021 are still being written.

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Understanding Your Customer Lifecycle in 2021


The post Understanding Your Customer Lifecycle in 2021 appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. Today’s Customer Lifecycle Is Technology-driven.

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ESG Begins 2021 with Record Q1 Performance

Education Services Group

ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. ESG Q1 2021 News: Total Q1 revenue increased 122% year-over-year. Q1 2021 new clients: Big 4 global consulting firm.

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ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization.

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The ABC’s of Recruiting for Gen Z

With “Gen Zers” beginning to enter the workforce at entry-level positions, it’s crucial to understand that this generation operates differently from the last. With this caveat in mind, read on to learn how to adapt your recruiting strategy to appeal to this pool of potential employees.

5 Top Customer Service Articles For the Week of January 4, 2021


6 Ways to Boost CX in 2021 by Phil Britt. Smarter CX) With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. The post 5 Top Customer Service Articles For the Week of January 4, 2021 appeared first on Shep Hyken.

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Best Service Recovery Strategies In 2021


The post Best Service Recovery Strategies In 2021 appeared first on SurveySparrow. If your company doesn’t have service recovery strategies in place to combat issues that crop out of nowhere, it will seriously affect your business prospects.

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5 Top Customer Service Articles For the Week of February 1, 2021


TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates. The 2021 Customer Experience Outlook by Kerry Bodine.

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FREE eBook: The 2021 CX Outlook

Kerry Bodine

The result is The 2021 CX Outlook , and it offers a view into the state of customer experience during this time of unprecedented change. I wish you good health, peace, and prosperity in 2021. The post FREE eBook: The 2021 CX Outlook appeared first on Bodine & Co.

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Changes in Consumer Habits: Looking Back Over the Last 12 Months of Retail

This large-scale North American survey explores changes in expectations over the last year. You’ll learn what consumers expect, how habits are solidifying, and where to focus to drive the greatest impact.