Oracle

MAY 7, 2021

Mother’s Day 2021 is an exciting time to recognize mom, whether it happens in person or on a video chat like last year. How will consumers choose to celebrate this year? Here, we’ll explore how consumers plan on spending the day and celebrating the moms in their lives. What to expect for Mother’s Day 2021.

Consumers 54

Consumers Advertising Survey Report 54

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. The chatbot market size is projected to grow from $2.6

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Oracle

JANUARY 21, 2021

So where does that leave businesses and consumers in the new year? 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. No longer can marketing, customer service, and sales teams work separately.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

InMoment XI

JANUARY 18, 2022

In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. We found that 1 in 2 consumers and employees were comfortable with the possible reduction of COVID restrictions and precautions in the coming year.

Trends 493

Trends Measurement Customer Experience Entertainment 493

Maru Group

SEPTEMBER 6, 2022

With an increasing number of entertainment companies either announcing plans to or already entering the NFT market, the technology can be expected to adapt and become more consumer-facing in the next few years. It will take time for NFTs to move to be consumer-friendly because of what has preceded them. The majority of U.S.

Consumers 69

Consumers Entertainment Groups Technology 69

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

Think Customers

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” 2021 prediction: Employees will be eager to return to the workplace. 2021 prediction: The economy will bounce back post-pandemic, just as quickly as it declined.

Marketing 52

Marketing Contact Center Omni-Channel Technology 52

Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

B2C 50

B2C Marketing Healthcare Trends 50

Eptica

JULY 30, 2021

Date: Friday, July 30, 2021 Author: Pauline Ashenden - Demand Generation Manager Which channels do consumers prefer for customer service and why? Published on: July 30, 2021. Tags: ContactBabel, Customer Service Channels Categories: Trends & Markets. Share this page on: Tweet.

Consumers 85

Consumers Customer Service Analysis Trends 85

TechSee

FEBRUARY 1, 2021

This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2021, at a CAGR of 43.6%. Conversational AI platforms – known as virtual assistants – have learned to automate and scale one-on-one conversations so efficiently that the market is expected to grow to $13.9

Trends 107

Trends Industry Telecommunications Chatbots 107

Oracle

JANUARY 27, 2021

With this in mind, it’s not surprising that 2021 promises to be a pivotal year for ecommerce. Here are three important trends in ecommerce that will help define 2021. What’s driving this trend for 2021? What does this mean for companies seeking to hone their marketing edge?

Ecommerce 102

Ecommerce Trends Retail Social Media 102

NetBase

MARCH 3, 2020

Consumer and market intelligence can cut Uber’s operating costs, while increasing profitability, which could allow Uber to do away with EBITDA margins as its profitability measure sooner than projected. And that’s certainly worth exploring, as the rideshare/food delivery company is burning money on marketing. Self-driving cars.

Consumers 56

Consumers Marketing Financial Measurement 56

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. It relies on target-market users to identify both the best and worst parts of your product before release. It relies on target-market users to identify both the best and worst parts of your product before release.

Customer Insights 98

Customer Insights ROI Data Consumers 98

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. Next-step suggestion: Check the feasibility of partnering with another department — such as CX or Marketing — to share the cost of deployment for predictive voice analytics. Call centers are busier than ever.

Call Center 136

Call Center Self Service Innovation Contact Center 136

2020 Research

SEPTEMBER 1, 2022

consumers are shifting their attitudes toward banking service providers. Legacy banks must consider how to cultivate consumer loyalty and fight back against challenger banks who are simply doing a better job. The goal was to understand how consumers view their relationship with their bank. Word-of-mouth marketing.

Consumers 52

Consumers Report Trends Banking 52

Eptica

JANUARY 15, 2021

Date: Friday, January 15, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to get your contact centre fit for 2021. Published on: January 15, 2021. However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you.

Trends 72

Trends Video Consumers Customer Service 72

Merkle

JANUARY 12, 2022

2020 was the year marketers stood up ecommerce and digital experiences at lightning speed, and in 2021, marketers were challenged to make every interaction online and offline seamless. Let’s walk through a whirlwind overview of the past year and its impact on marketing strategy.

Trends 64

Trends Ecommerce Consumers Engagement 64

Blueshift

AUGUST 26, 2022

Since then, multiple other states have legalized or decriminalized the use of recreational cannabis, opening the market to new consumers and the introduction of new weed-derived products. By 2025, the total annual market for cannabis in the US is expected to balloon to $45.8

Marketing 75

Marketing Sales Consumers Study 75

Oracle

FEBRUARY 8, 2021

Episode 7 looked at the state of small businesses, how some are pivoting to accommodate COVID restrictions and consumer behavior, and how customer experience (CX) expert Jay Baer recommends driving growth in a time of yurt dining. Jay Baer’s advice on driving growth in 2021. Watch below, and read on for a full recap.

Tips 116

Tips Video Consumers Financial 116

Oracle

APRIL 15, 2021

Let’s take a closer look at the top consumer traits that are driving CX strategies in 2021. In How to Win Friends and Influence People , the famous book adored by marketers, author Dale Carnegie said that there’s no word that people love to hear more than their own name. 21 CX Predictions for 2021.

Loyalty Programs 94

Loyalty Programs Poor Customer Service Loyalty Omni-Channel 94

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Published on: February 12, 2021. 5 ways to get your contact centre fit for 2021. Share this page on: Tweet. Practical ways to reduce hidden contact centre costs.

Customer Satisfaction 72

Customer Satisfaction Trends Consumers Industry 72

Oracle

APRIL 19, 2021

Commerce in a coronavirus world is causing consumers to rethink how they define an enjoyable, seamless brand experience. CX is what a company does to follow through with its marketing claims. More articles like this: 21 CX Predictions for 2021. 7 Customer Preferences Shaping CX in 2021 and Beyond. Definition #15.

Self Service 104

Self Service Customer Experience Healthcare Chatbots 104

Second to None

FEBRUARY 22, 2021

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction.

Consumers 62

Consumers Banking Brands Customer Satisfaction 62

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. Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

Chadwick Martin Bailey

DECEMBER 18, 2020

We’re ready to think and deliver big in 2021 because the need to not just understand, but to empathize and connect with people is more relevant than ever. In 2021, we will bring all of this together to amplify consumer voices and stories to the people who can serve them better.

Connections 95

Connections Innovation Technology Consumers 95

Centercode

JANUARY 15, 2021

The people who consume tech have also changed significantly. From the niche world of hi-tech enthusiasts from the 90s to today’s mainstream users, the people who consume technology have had as much of an effect on its evolution as it has had in our daily life. Yesterday’s Tech Buyers: Enthusiasts.

Consumers 95

Consumers Wireless Technology eBook 95

Optimove

FEBRUARY 10, 2022

2021 was supposed to be “the year after”, The one in which returned to our “old normal”. Well, when it comes to shopping habits and consumer behavior that’s a no-go. As we move forward, new, unfamiliar marketing variants make themselves known and say, “deal with us.” Timeline: what the anecdotes tell us.

CRM 52

CRM B2B Advertising Entertainment 52

Kitewheel

JUNE 8, 2021

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. Here are three trends and takeaways that you’ll want to look out for in 2021. For consumers, that’s good news. Not at all.

Customer Journeys 83

Customer Journeys Multi-Channel Effort Score Trends 83

ShepHyken

JUNE 7, 2021

CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Loyalty programs are not just for consumers. Depending on how you promote your products or services, you may have to adjust your marketing strategies. The one-on-one process can yield some important results. Absolutely!

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

Optimove

SEPTEMBER 21, 2023

Retailers should start holiday shopping marketing early ahead of 2023 Black Friday and Cyber Monday and focus on existing customers, Optimove data shows. Early Bird marketing land Black Friday customer To meet customer expectations this year, marketers should not wait before they begin their marketing efforts.

Marketing 81

Marketing Loyalty Retail Analysis 81

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.

Omni-Channel 75

Omni-Channel Trends Multi-Channel Video 75

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. more on ccm.

Insurance 98

Insurance Trends Industry Policies 98

Forrester's Customer Insights

DECEMBER 22, 2020

Since the onset of the COVID-19 pandemic in the US in March, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumers 54

Consumers Data Brands B2C 54

BirdEye

JULY 3, 2023

According to a marketing industry report released in 2022, the affiliate marketing industry grew by 47% between 2018 and the end of 2021. This industry is slated to continue to grow, with recent projections predicting that the affiliate marketing industry is likely to grow from $13 billion in 2022 to $15.7

Sales 98

Sales Marketing Social Media Video 98

Forrester's Customer Insights

OCTOBER 15, 2020

Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down.

Marketing 46

Marketing Healthcare Customer Experience Trends 46