eGain Blogs

OCTOBER 29, 2021

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! The post Join eGain at KMWorld Connect 2021 appeared first on eGain. Important links.

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ShepHyken

FEBRUARY 12, 2021

The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Customer Support Channels to Develop in 2021. The key going into 2021 is to take a lesson from effective project management – provide one point of contact for your clients. Going into 2021, consumers want to simplify their lives.

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TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. Automating these activities, known as Robotic Process Automation (RPA) , takes call center AI automation to the next level by interpreting, triggering responses, and communicating with other systems just like agents would, via a combination of user interfaces and commands.

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Ecrion

DECEMBER 22, 2020

Embrace 2021 Insurance Trends with CCM Software. Discover the latest insurance trends for 2021! It never hurts to pick up new skills, but coding isn’t as pressing a need for people in the insurance industry in 2021. Artificial Intelligence (AI) is here to stay and it will be a key trend in 2021.

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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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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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Inbenta

JANUARY 25, 2021

So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Omnichannel and seamless communication. 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. TRY FOR FREE.

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ShepHyken

JUNE 28, 2021

Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. America’s Best Customer Service Companies by Newsweek.

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Upstream Works

NOVEMBER 19, 2020

The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. Connectivity and communications will no longer be centralized in the same way. Supporting a Distributed Workforce.

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Oracle

APRIL 15, 2021

Let’s take a closer look at the top consumer traits that are driving CX strategies in 2021. Customers want convenient communication. This maxim certainly holds true for CX and indicates the importance of contextualizing communication in a unique way for each customer across various elements. 21 CX Predictions for 2021.

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Kustomer

JULY 28, 2021

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 was built to deliver on those expectations while maintaining efficiency and profitability for customer service departments.

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ShepHyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. Why It’s All About Respect, Consistency and Communication in Post-pandemic Retail by Judy Mottl. Out of 1,000 consumers, 65% said, “Yes.”

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ShepHyken

OCTOBER 25, 2021

You’ll find everything from software solutions to communication apps to customer support books and more. The post 5 Top Customer Service Articles of the Week 10-25-2021 appeared first on Shep Hyken. My Comment: As the title states, here is a list of 27 tools that could help you deliver a better customer service experience.

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One Millimeter Mindset

NOVEMBER 19, 2020

How can you purposefully navigate your team through end of 2020 into first quarter 2021? As you and your team participate in strategic planning for 2021, you find comfort in repeating these professional traditions. Except moving into 2021 together feels different, doesn’t it? And purposefully leverage your team’s story?

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SurveySparrow

DECEMBER 6, 2021

In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences. Decoding Future HR 2021. WorkVision 2021. The Future of Diversity, Equity and Inclusion 2021. Impact 2021. It is wise for human resource professionals to attend HR conferences. The Future is Now.

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Oracle

DECEMBER 29, 2020

With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. We interviewed four experts for this article, and here’s what they had to say about improving CX in the new year and beyond. Do your research. Work on your welcome.

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ShepHyken

NOVEMBER 22, 2021

15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. Here, members of Forbes Communications Council share their best insights to help you devise an effective strategy for improving your CX. Black Friday and Cyber Monday Trends in Retail in 2021 by Monika Kisielewska.

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Kitewheel

JANUARY 25, 2021

How can businesses set themselves up for success in Q1 2021 and beyond? In this blog, we lay out our 2021 trends based on years of experience in the customer journey space. Four Predictions For 2021. With this in mind, we predict that CMOs will lead the charge for omnichannel growth in 2021.

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ClearAction

JANUARY 6, 2021

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! Clearly, the above list of 2021 mandates is the responsibility of everyone in your company’s ecosystem, no exceptions.

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Comm100

MARCH 4, 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. Download Now. Download Now.

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ShepHyken

MAY 31, 2021

And, now there are two more experiences that are changing expectations: M-Commerce (where M stands for mobile) is driving the need for multiple channels of communication, and S-Commerce (where S stands for social) is focused on social media platforms as a way to attract customers to a brand’s site. The retail world continues to change.

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ShepHyken

AUGUST 16, 2021

Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. Top Customer Experience Keynote Speakers for 2021 by Michelle Joyce.

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ShepHyken

MAY 17, 2021

It’s difficult to create a connection when the primary mode of communication between the company and the customer is digital. This article shares some observations that seem to be more prevalent based on the way COVID-19 changed the way we shop, interact, communicate and more. Fiverr has been one of my favorite online brands for years.

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Upstream Works

JANUARY 7, 2021

Outbound communication is an underutilized mode of customer engagement. Learn more about how AI can drive success in the contact center by downloading Embracing Contact Center AI in 2021 , Part 3 of our 3-Part Strategic Insight Series. The post 5 Ways to Automate Contact Centers with AI in 2021 appeared first on Upstream Works.

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ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Here are the four best ways to make sure your customer service is top-notch in 2021. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.),

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Kustomer

NOVEMBER 4, 2020

Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. Sales and CX teams are using business VoiP services equipped with AI to quickly address customer queries and improve their communication. Remember, you heard it here first.

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ShepHyken

DECEMBER 27, 2021

Today the verbal communication between customers and computers is becoming indistinguishable from human-to-human conversations. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021. My Comment: In Arthur C. Thank you, Drew!) Follow on Twitter: @Hyken.

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Tricia Morris

APRIL 21, 2021

Contact center transformation is well underway but challenges with communication and collaboration silos still linger, according to a new survey of 400 US and UK contact center and customer experience leaders commissioned by 8×8. Here are nine new findings from the 2021 State of the Contact Center Report: 1.

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ShepHyken

NOVEMBER 8, 2021

While there are several ways to improve your customer interaction practices, it’s important to remember that communication is an ongoing process and requires consistent time and effort. My Comment: A customer interaction, as defined by the author, is “any communication between a business and its customers.” Follow on Twitter: @Hyken.

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Kitewheel

JUNE 8, 2021

When people are displaced from their daily routines, brands need to find new ways of communicating with them. In the State of the Customer Journey 2021, we’ve taken a closer look at our data from the previous year to uncover the trends that will most impact businesses this year. Customer Engagement And Retention Grows Rapidly.

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Kustomer

MAY 10, 2021

Kustomer is honored to have been named a winner in the 2021 Excellence in Customer Service Awards presented by Business Intelligence Group. This annual business awards program recognizes those who are helping companies better communicate with their customers to provide a differentiated level of customer service.

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ShepHyken

AUGUST 2, 2021

Customers love communication. The post 5 Top Customer Service Articles of the Week 8-2-2021 appeared first on Shep Hyken. (Hospitality Net) Developing relationships is the heart of hospitality and technology will never replace the fundamentals, however, the COVID-19 pandemic has brought forward the need for contactless technologies.

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Oracle

JANUARY 28, 2021

Looking for customer experience virtual events information for 2021? January 2021 CX Virtual Events. January 12 – 14, 19, and 21 – 22, 2021. ADWEEK Outlook 2021 The Year Ahead in Marketing and Media. January 26 – 28, 2021. —. January 27 – 28, 2021. January 27 – 28, 2021. January 27 – 28, 2021.

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Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. This is because it allows agents to deliver more personalized experiences, as well as help solve issues that benefit from face-to-face communication.

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Oracle

DECEMBER 28, 2020

As companies continue to adapt to the changing commerce landscape consumers can expect important omnichannel advances in 2021. Following last year’s three omnichannel trends to watch out for in 2020 , this article looks at the top trends that you’ll likely see moving development forward in 2021.

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SurveySparrow

DECEMBER 10, 2020

Whether you are planning to implement CRM software, a project management tool, team collaboration tool, or maybe an online survey tool, here we’ve mentioned the most popular ingredients to accelerate digital transformation in 2021 and beyond. In short, automation is one of the key ingredients of digital transformation in 2021.

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Gainsight

JANUARY 4, 2021

Strategizing Customer Success Spend for 2021: 5 Takeaways From Our Survey On Customer Success Budgeting. 5 Best Practices For Crisis Communication During COVID-19. If you enjoyed the resources roundup from 2020, wait till you see what we have in store for 2021. Launching Customer Success. Customer Success Team Management.

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