Predicting the Unpredictable: Seven Future Trends for Contact Centers

NICE inContact

Discover the seven emerging and developing trends that will continue to change the way contact centres work in 2021 and beyond. Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different.

5 trends in B2B customer experience management


Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss


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5 customer experience trends to watch for in 2021


How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides

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Customer Service Trends 2020


To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. This trend is catching on fast, with research predicting that the global market for emotion analytics will reach almost $1.6 The post Customer Service Trends 2020 appeared first on TechSee.

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Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

10 trends changing customer expectations


Here are 10 trends changing (and often raising) consumer expectations: 1. The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.

Customer experience in 2021: Which trends are here to stay, according to top CX leaders


COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

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2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. And the trends they shared Read More.

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2020: Consumer Trends for the Auto Industry

Brandwatch CX

Consumer Trends 2020

Types of Market Trends: An Industry Trends Analysis


A market trend is anything that alters the market where your company operates. In fact, it’s almost certain there are multiple market trends affecting your business at the same time, right now.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Millennial’s Spring Break Travel Trends

QuestionPro Audience

Audience consumer trends Millennials travel trendsEvery year, thousands of young Americans flock to destination spots for a week of vacation during spring break. This year, 53% of millennials plan to travel for spring break. In the 90’s and 00’s, this typically meant a booze package in Florida or Mexico, but millennial consumers are veering away from the standard party vacation. We took a look at where they’re headed, and how much they’ll be spending.

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2021: Emerging AI trends in the telecom industry


Emerging trends in telecom sector. Let’s take a look at some of the telecom industry trends that are being driven by the expansion into AI: Network optimization, preventive maintenance, Virtual Assistants, and robotic process automation (RPA). AI-driven predictive analytics are one of the latest telecom trends helping telecoms provide better services by utilizing data, sophisticated algorithms and machine learning techniques to predict future results based on historical data.

2020 Holiday CX Trends


These were the four most important trends for e-commerce in 2020. Brands that have already operationalized these trends will naturally gain an advantage over the competition. Another subtle trend we notice this year is the willingness to do business with local vendors.

2020: Consumer Trends for the Restaurant Industry

Brandwatch CX

Consumer Trends 2020 Uncategorized

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

2018 Beauty Trends

QuestionPro Audience

The beauty industry is an ever-evolving one, with trends like lip kits— hello, Kylie! Here are the trends that are taking the beauty industry by storm in 2018. and charcoal face masks coming from seemingly nowhere and turning into the next big thing. The beauty industry grew by 6% in 2017 , to reach $17.7 billion, with skin-care sales growing by 9% and contributing to 45% of the industry’s total gains. PERSONALIZATION.

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How AR Enables the 4 Key Field Service Trends of 2021


COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand. Field service trends shift to outcome-based service.

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Online Reputation Management Trends for 2021



Biggest Online Trends of 2020


Usually as we look back over the trends that defined the past 12 months, there's a little bit of suspense or surprise in what might make the list. But with a global pandemic defining 2020, and all that has come as a result of it, tracking the year’s trends is not really what matters now.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Customer Support Trends in the SaaS Industry


Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Support Trends in the SaaS Industry. The post Customer Support Trends in the SaaS Industry appeared first on GlowTouch

Top 5 Customer Experience Trends for 2021


So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? There you have it, the top five customer experience trends to watch out for in 2021. The post Top 5 Customer Experience Trends for 2021 appeared first on Inbenta.

Customer service trends for 2021: Top analyst predictions


Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Customer service trends: Top predictions for 2021. Emerging customer service trends for 2021.

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Trends that Disrupted Customer Service in 2018


Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

2020: Consumer Trends for the Entertainment Industry

Brandwatch CX

Consumer Trends 2020 Uncategorized

2015 Trends in Customer Service

Who's Your Gladys?

As a new year begins, before you consider how these trends apply to your business, take a minute to notice these three things: What went right in. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends New realities have emerged over the past year, revealing what we can expect of customer service in 2015.

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The Big Consumer Financial Trends for 2021

Brandwatch CX

The 6 Transformational Customer Experience Trends


Our presentation focused on the CX trends we have identified and what. A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. View Article. General

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Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!

Top 10 HR Trends For 2021 | Latest HR Trends


Let us look at some of the HR trends for 2021 and beyond that will impact the way we work: HR Trend #1. The shift to remote work has impacted several HR trends. HR Trend #2. HR Trend #3. HR Trend #4. HR Trend #5. HR Trend #6. HR Trend #7.

10 Workplace Trends For 2021


There is no doubt about the fact that some of the changes in the workplace are sure to set the tone for workplace trends in 2021. Let us look at 10 workplace trends for the year 2021: Workplace trend #1. Workplace trend #2. Workplace trend #3. Workplace trend #4.

Webinar + Report: Retail Trends


Retail trends are constantly changing, forcing marketing retailers to adapt social and digital strategies to keep pace. To make sure you’re ahead of the curve, our Strategic Services team used Khoros Intelligence to make a report outlining the five most important trends for retailers to pay attention to in 2020: The retail industry’s growing reliance on AI & machine learning. Read about these trends!

Healthcare personalization trends


The post Healthcare personalization trends appeared first on PK. Today’s healthcare patients have access to a greater amount of health information than ever before – and yet still demand more that can be used for their benefit. This creates […].

The Better Way to Onboard Customers

Speaker: Skilljar Experts

The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.

Webinar + Report: Retail Trends


Retail trends are constantly changing, forcing marketing retailers to adapt social and digital strategies to keep pace. Read about these trends!