Kerry Bodine

JULY 25, 2021

Part 1 will run from 8:00am – 12:30 PT on Tuesday, September 21 & Wednesday, September 22, 2021. Part 2 will run from 8:00am – 12:30 PT on Tuesday, September 28 & Wednesday, September 29, 2021. The post Virtual Journey Mapping Bootcamp: September 2021 appeared first on Bodine & Co.

Customer Journeys 177

Customer Journeys Customer Experience Customers How To 177

Kerry Bodine

OCTOBER 11, 2021

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. The post The Happiest Employees of 2021 — And Their Connections to Customers appeared first on Bodine & Co.

Connections 227

Connections Customers Customer Experience Customer Satisfaction 227

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Why is 2021 the year for omnichannel customer engagement? All for free, forever! Sign Up Free. Comm100 Free.

omnichannel 264

omnichannel Customer Engagement Engagement Customers 264

Kerry Bodine

APRIL 7, 2021

Part 1 will run from 8:00am – 12:30 PT on Tuesday, May 4 & Wednesday, May 5, 2021. Part 2 will run from 8:00am – 12:30 PT on Tuesday, May 11 & Wednesday, May 12, 2021. The post Virtual Journey Mapping Bootcamp: May 2021 appeared first on Bodine & Co. Step 2: (In)validate your hypotheses with customers.

Customer Journeys 156

Customer Journeys Customer Experience Customers How To 156

Uniphore

OCTOBER 14, 2021

Its 2021 Hype Cycle for Natural Language report focuses on the latest, critical NLT innovations and how IT leaders should explore and integrate each of these capabilities into their technology stack. The post 2021 Gartner® Hype Cycle™ for Natural Language Technologies appeared first on Uniphore. and/or its affiliates in the U.S.

Technology 182

Technology Innovation Communication Policies 182

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.

Data 131

Data omnichannel Customer Experience Customer Satisfaction 131

ShepHyken

DECEMBER 30, 2020

As we moved into summer, my projection for normalcy moved to early 2021. Now, I’m thinking it will be late 2021. So, here’s to a realistically optimistic 2021. The post A Realistically Optimistic 2021 appeared first on Shep Hyken. I continue to plan and adjust accordingly. I don’t like this way of thinking.

Customer Service Training 159

Customer Service Training Customer Service Customer Experience Customer Focused 159

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s a Better Way to Develop High-Performing Contact Center Agents In 2021. Did you know?

Contact Center 204

Contact Center Training Call Center How To 204

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. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Customer Service 159

Customer Service Technology Customers Customer Experience 159

TechSee

JANUARY 26, 2021

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

Customer Service 124

Customer Service Trends Customers Contact Center 124

eGain Blogs

NOVEMBER 12, 2021

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. CCA Leaders’ Summit 2021. Avaya ENGAGE 2021.

Customer Experience 98

Customer Experience Customers Contact Center Customer Engagement 98

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.

Customer Service 124

Customer Service Customers Call Recording Trends 124

ShepHyken

JANUARY 6, 2021

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. Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column.

Customer Experience 172

Customer Experience Customer Service Customer Relationship Management Customer Service Training 172

eglobalis

NOVEMBER 22, 2021

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.

Customer Experience 130

Customer Experience Customers Employee Experience Customer relationships 130

The DiJulius Group

DECEMBER 13, 2021

Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group. I recommend sharing this with your entire team. Read Full Article.

Employee Experience 125

Employee Experience Customer Experience Customers Customer Service 125

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Employee Experience 152

Employee Experience Customer Experience Customers Customer relationships 152

West Monroe

DECEMBER 1, 2021

Manufacturing was hit hard in 2020 but responded well, leaving the door open for a 2021 full of growth and transformation.

Report 98

Report Consumers Industry 98

Heart of the Customer

DECEMBER 30, 2021

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact. The post ICYMI, Part 2: 2021 Impact Roundup appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience Customers ROI Metrics 78

Heart of the Customer

DECEMBER 21, 2020

The post 2021: The Year of CX Data appeared first on Heart of the Customer. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […].

Data 132

Data Meeting Customers Customer Experience 132

Heart of the Customer

DECEMBER 22, 2021

So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips. The post ICYMI, Part I: 2021 Tech Roundup appeared first on Heart of the Customer. Last week, I posted my prediction that 2022 will be The Year of Data Integration.

Customers 78

Customers Data ROI Metrics 78

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. AHRD 2021 Virtual Conference. Talent Acquisition Week.

Conference 98

Conference Employee Engagement Trends Strategy 98

ShepHyken

MAY 10, 2021

15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customers are enjoying self-service options, so give them what they want.

Customer Service 164

Customer Service Customers Net Promoter Score Loyalty 164

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.

Connections 93

Connections Conference Customer Engagement Customer Service 93

Myra Golden

JUNE 29, 2021

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!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you!

Customer Service 105

Customer Service Customers Video Customer Experience Design 105

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’. About the SaaS Awards. Calabrio (Calabrio ONE). TCN (TCN Operator).

Touchpoint 98

Touchpoint Customer Experience Customer Service Software 98

Uplight

SEPTEMBER 27, 2022

Read about the impact we had in 2021! The post Uplight’s Social and Environmental Impact in 2021 appeared first on Uplight. Uplight is committed to driving to a more sustainable planet, communities, company, and people as a certified B Corp.

Company 64

Company 64

mopinion

NOVEMBER 1, 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. For brands, the crisis has brought about fundamental changes to how customers behave, resulting in what can only be described as a tectonic shift in their behaviour.

Customer Experience 94

Customer Experience Customers Brands Trends 94

The DiJulius Group

JANUARY 3, 2022

The post The 3 Worst Customer Service Stories in 2021 appeared first on The DiJulius Group. CEO of Better.com fires 900. Read Full Article.

Customer Service 126

Customer Service Customers Hotels Groups 126

ShepHyken

MAY 24, 2021

Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. Influencive) Here are some of the best customer retention techniques for startups in 2021, that’ll help you to not only retain and grow your customer base. The post 5 Top Customer Service Articles of the Week 5-24-2021 appeared first on Shep Hyken.

Customer Service 164

Customer Service Customers Customer Retention Loyalty 164

ShepHyken

APRIL 30, 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:? . Modern customers want real-time interactions that are personalized and consistent.

Customer Service 158

Customer Service Customers Customer Experience omnichannel 158