TechSee
MAY 19, 2021
COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Using AI-driven predictive analytics tools, companies can draw insights from end-to-end customer data to track, predict, and personalize the customer’s journey, with the ultimate goal of boosting brand loyalty.
TechSee
JANUARY 26, 2021
Backed by insights and perspectives following a year of crisis, analyst firms will play a significant post-pandemic role in helping service organizations to navigate the new reality. Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021.
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Centercode
JANUARY 8, 2021
2021 will be shaped by companies that have the best understanding of these nuances and the vision to act on them. Here are three major ways that tech companies used customer testing last year to roll with the punches, adapt their products accordingly, and lay the groundwork for success in 2021. What’s Ahead in 2021?
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. Two major trends in AI customer service software that will continue to grow in 2021 are chatbots and virtual assistants. Remember, you heard it here first.
Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team
This is going to be an excellent discussion full of insight from the people who understand growing a community from the ground up. Register now for the Power Hour with MURAL on August 24th 2021 at 9:00am PDT 12:00pm EDT. Knowing the right time to launch an advocacy program. Save your spot!
Eptica
JANUARY 9, 2022
Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Published on: January 10, 2022.
Forrester's Customer Insights
OCTOBER 20, 2020
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021. Something new and different.
Advertiser: Vanilla Forums
What does 2021 have in store for the community profession? What impact has the global situation had on the community and what can we expect moving forward into 2021? This year's annual Community Predictions will provide you with everything you need to know to succeed in 2021. 7 key trends to expect in 2021.
Advertiser: Delighted
2021 is here! Stay ahead by checking in on your customers to get crucial insight on how you can continue to make their shopping experience comfortable and effortless during COVID-19 and into the new year - no matter where they make their purchase.
Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction
Join Brian Morin & Helena Chen for their webinar about the very latest insights on how different industries are going deeper into self-service for call types and chats that have never been automated before. Hear the bleeding edge on what’s being deployed in 2021 in conversational AI that will push industries further than they’ve ever gone.
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Speech is a powerful tool for the enterprise with the ability to unlock insights and automate actions. This space is growing and almost every company is investing in some form of Automatic Speech Recognition (ASR) - but the question remains, are they using speech to its full potential?
Speaker: Tyler Andre, Michelle Buretta, Megan Burns, and Ron Dutta
Customer experience (CX) is only as effective as the customer insights (CI) that fuel the program. October 21, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. How can we make sure we are building a strong alliance between CX and CI to make the right decisions for customers and de-risk decision-making?
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Download the report for more insights into the latest customer experience trends. Customers increased their use of customer service channels but first contact resolution declined from 53% to 42%, increasing effort for customers and costs for businesses.
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
However, negative feedback can offer actionable insights to build a stronger product and customer experience. September 21st, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics.
Speaker: Liz Richardson and Deena Zenyk
They’re geared up to answer the most common questions,and to offer practical advice and proven insights on how your organization can harness an engaged community to power a customer advocacy strategy. Combined, they boast over 25 years of experience helping organizations launch customer advocacy programs.
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