eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. This year’s conference theme is Impacting the Future: Knowledge Sharing in the Age of New Technologies. This year’s conference theme is Impacting the Future: Knowledge Sharing in the Age of New Technologies.

Connections 93

Connections Conference Innovation Customer Engagement 93

Upstream Works

JANUARY 26, 2021

It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. The Accelerated Need for Digital CX in 2021. Embracing Contact Center AI in 2021.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

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 135

Customer Service Loyalty Programs Social Media Contact Center 135

TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. Most recently, Verizon and Vodafone have started experimenting with the technology. Augmented Reality.

Technology 109

Technology Self Service Wireless Competitive Advantage 109

TechSee

FEBRUARY 21, 2022

In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. Clearly, companies that generate value from AI consider the technology a worthwhile business transformation initiative. It seems like everywhere you look, AI is trending. Boost Staffing.

Innovation 109

Innovation Company Self Service Insurance 109

West Monroe

JUNE 6, 2023

As long as technology continues its creep into every facet of our daily lives, customer expectations for organizations’ products, services, and experiences will continue to evolve. That’s why innovation is so critical. But the innovation landscape is changing fast—and not in linear fashion. The Dow Jones U.S.

Innovation 52

Innovation e-support Banking Retail 52

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

Bizagi

JANUARY 18, 2021

And while nobody can say for sure what will happen in 2021, one thing we are confident in is that automation technologies are going to continue to boom. Here are our automation predictions for 2021 and the technologies that you need to be investing in this year to set you up for future success. HyperAutomation.

Innovation 67

Innovation Technology Banking Report 67

West Monroe

APRIL 19, 2022

Instead, when evaluating decarbonization strategies, utilities and regulators must adopt a balanced, blended approach that leverages new innovations and technological advances—and evolves over time. And as costs of clean energy technologies decline, job growth in the sector continues to grow. Throughout the U.S.,

Innovation 52

Innovation Strategy Transportation Policies 52

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

C Space

DECEMBER 2, 2021

Driving Innovation. Rita Felder, Director, Mercedes-Benz Brand and Marketing Strategy. Evolving our progressive brand Mercedes-EQ, a holistic brand that offers a comprehensive range of all-electric products and smart services, equipped with cutting-edge technologies, advanced design and sustainable innovations.

Innovation 52

Innovation Automotive Fashion Social Media 52

Kustomer

NOVEMBER 12, 2021

Read on for our recap of Kustomer NOW 2021, What’s NOW and What’s NEXT in CX. Utilizing the Pandemic as a Launchpad for Innovation. What happened in 2020 – 2021 was that business leaders and entrepreneurs adopted the concept I call radical necessity,” said Raz. “So Embracing an Omnichannel Strategy.

Omni-Channel 98

Omni-Channel Conference e-support Travel 98

CustomerSuccessBox

AUGUST 23, 2021

INBOUND 2021. This summit discusses the importance and innovations of customer success. This conference will occur in the fall of 2021, and will have big-time celebrities and successful business leaders across a number of different industries. 24-27 October, 2021‍ Huntington Beach, California. September 7-10,2021.

Conference 52

Conference Customer Success Case Study Innovation 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Clarivate

AUGUST 2, 2022

In this blog post, we explore some of the best examples of game-changing climate innovation as revealed by company patents. Keep reading to learn how companies are innovating to save our environment, from transport and buildings to energy and food. Climate innovation in transport and buildings. An innovative approach to energy.

Innovation 59

Innovation Transportation Technology Travel 59

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Forrester's Customer Insights

SEPTEMBER 29, 2021

The winners of the 2021 Forrester/InfoWorld Enterprise Architecture Awards show a close focus on business results with a particular eye to enabling innovation across the enterprise plus an agile approach to technology implementation. […].

Innovation 49

Innovation Leadership Technology Government 49

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? In this edition of PeopleMetrics LIVE!, Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Experience 62

Customer Experience Touchpoint Measurement Tips 62

ShepHyken

FEBRUARY 15, 2021

My 12 golden guidelines for your Customer Experience Strategy by Steven Van Belleghem. ZDNet) New research shows that high performing organizations are investing in service innovation to digitally transform customer service into a customer engagement engine for driving business growth and loyalty. None of these were invented recently.

Customer Service 101

Customer Service Self Service Knowledge Base Guidelines 101

CustomerSuccessBox

AUGUST 25, 2021

SaaStr Annual 2021. Virtual: September 28-29, 2021. SaaStr 2021 gives you an opportunity to join 10,000+ Cloud and SaaS Founders, VC, and Execs. Lisbon: Nov 1-4, 2021. Held in Lisbon this year, It is recognized as one of the best technology conferences on the planet, says Forbes. CXO Summit 2021. Slush 2021.

Conference 52

Conference Industry Strategy Innovation 52

CustomerSuccessBox

SEPTEMBER 7, 2021

Companies that believed in innovation are the ones that could grasp the opportunity and march ahead. Future strategies are focused on aggregating customer data and incorporating AI to provide valuable and accurate insights on usage trends, potential churn, and growth opportunities. #3 2 CSMs will become even more data-driven.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021.

Government 203

Government Communication Self Service Chatbots 203

ShepHyken

FEBRUARY 8, 2021

It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation. This article reminds us that with the right mindset and strategy, we are looking at an opportunity. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. Follow on Twitter: @Hyken.

Customer Service 97

Customer Service Self Service B2B Retail 97

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

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Talkdesk

FEBRUARY 5, 2021

Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. Por qué no los dos?” .

e-support 87

e-support Retail Contact Center Self Service 87

Strativity

MAY 10, 2023

Dries Buytaert, co-founder, chief technology officer, and chief strategy officer at Acquia and creator of Drupal added, “Srijan has long been a top contributor to Drupal and recognized for its deep expertise creating digital experiences based on open technologies. Learn more at www.materialplus.io.

Technology 52

Technology Marketing ROI Customer Centricity 52

Experience Investigators by 360Connext

JUNE 13, 2023

Qualtrics XM Institute’s 2021 State of the XM Profession Report indicated that more than 40% of CX leaders spent time in strategy, customer service, marketing/PR, and operations. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

SurveySparrow

DECEMBER 27, 2020

Starting from having to embrace a variety of new technologies and processes to following compliance laws, business conditions have been unpredictable in the year 2020. Let us look at some of the HR trends for 2021 and beyond that will impact the way we work: HR Trend #1. Rethinking HR. have changed completely.

Trends 92

Trends Leadership Analytics Employee Experience 92

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. Jonathan presents two forms of alignment which is the functional integration and the strategic fit: Functional Integration It highlights the need for CX as a function, to align with the overall business strategy and operation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Uniphore

JUNE 9, 2021

Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. What’s the difference between a result and an outcome?

Engagement 246

Engagement Contact Center How To Metrics 246

ChurnZero

JUNE 10, 2021

Ernst & Young LLP (EY US) today announced that Founder and CEO, You Mon Tsang of ChurnZero was named an Entrepreneur Of The Year ® 2021 Mid-Atlantic Award finalist. These visionary leaders deliver innovation, growth and prosperity that transform our world. About Entrepreneur Of The Year ®.

Innovation 98

Innovation Touchpoint Software Leadership 98

Think Customers

JANUARY 25, 2021

They are expecting easier, better, and faster CX in 2021. Although there are many ways to synergize machines and humans in the call center, CX experts agree these four are primed to deliver the greatest outcomes in 2021. Innovation in technology moves at lightning speed and can become outdated and clunky very quickly.

Trends 59

Trends Contact Center Chatbots Average Handle Time 59

Forrester's Customer Insights

OCTOBER 28, 2021

The US’s Energy Information Administration predicted in its International Energy Outlook 2021 report that if current policy and technology trends continue, global energy consumption and energy-related carbon dioxide emissions will increase through 2050 as […].

Technology 45

Technology Strategy Policies Trends 45

TechSee

JULY 31, 2018

To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely on applications or technologies from small field service management providers. Key Field Service Technologies. Flexibility on time. Messaging apps – moving to your customer’s preferred channel.

B2C 104

B2C Consumers Meeting Technology 104

TechSee

OCTOBER 29, 2019

Amazon Go plans to open 3,000 “Just Walk Out” unmanned stores by 2021 , each powered by hundreds of cameras and sensors enabling customers to shop and pay without any human interaction. Their shared aim is to offer the ultimate in effortless customer experience through Computer Vision AI technology. And they’re not the only ones.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95