Callminer

FEBRUARY 22, 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology.

Technology 385

Technology Technology 385

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! Today’s trends are tech-driven Today’s top customer service story is all about technology. Our 2024 trends document covers it all. Both are hot-button topics this year.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Intercom

JANUARY 10, 2024

Support teams have had a front-row seat to this AI revolution, and for our fourth annual Customer Service Trends Report , we wanted to understand just how much of an impact the transformation has had. Now that customers know how AI can improve their support experience, they’re not willing to wait around for anything less.

Customer Service 100

Customer Service AI Customer Expectations Technology 100

DMG Consulting

JANUARY 28, 2024

The post Self-Service is trending appeared first on DMG Consulting. Self-Service is expected to become one of the most important investment areas for businesses in 2024.

62

62

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Experience Investigators

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX.

Customer Journey Map 74

Customer Journey Map CX Customer Experience AI 74

Intercom

FEBRUARY 1, 2024

We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?️

Customer Service 97

Customer Service AI Technology Technology 97

Fonolo

JANUARY 26, 2023

We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. And their answers may not be what you expect.

Contact Center 126

Contact Center CX NPS Start-ups 126

Totango

NOVEMBER 27, 2023

Analyzing extensive datasets to forecast trends. To see how Totango stacks up against other vendors and learn more about the latest CS trends, download a copy of the “The Forrester Wave™: Customer Success Platforms, Q4 2023” report. Refining post-sale strategies to better understand and meet the needs of customers.

B2B 91

B2B ML CRM Customer Relationship Management 91

Customer Think

MAY 30, 2023

While trend reports are a valuable tool for better understanding customers, business success relies on much more than recognizing the trends. As is such, it should come as no surprise people are critically evaluating what type of future they want to create and be a part of. It’s […]

Customer Loyalty 128

Customer Loyalty 128

Customer Think

MARCH 15, 2024

Well, in that case, you need to know the top social media trends for 2024. Having a good understanding of what’s trending in the market is essential to stay ahead of the curve. Whether you’re a seasoned marketer or just getting started, these trends will […] Are you a social media marketer or a content creator?

Social Media 59

Social Media 59

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. And that’s the driving force behind most of this year’s trends. Read the Full Industry Report Here: Contact Center Trends 2021. Y ounger generations are showing this as a primary driver for their decisions, so this trend will continue well into 2021.”

Contact Center 159

Contact Center NPS CX Customer Service 159

Callminer

JANUARY 23, 2019

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends taking shape in 2019.

Contact Center 182

Contact Center 182

Execs In The Know

FEBRUARY 5, 2024

As we step into the next 12 months, four key trends are poised to reshape the industry, each carrying the potential to propel businesses to greater heights if harnessed effectively. Mirroring the magnanimous dragon, 2024 is about embracing innovation and adapting to emerging trends to stay ahead in a competitive landscape.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Staying on top of trends means that your organization won’t fall behind. 7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Steven Van Belleghem

JANUARY 10, 2023

TikTok: What’s Next 2023 Trend Report. Its findings are consolidated into three major trend forces: Actionable Entertainment. Its findings are consolidated into three major trend forces: Actionable Entertainment. Ogilvy: Influence Trends You Should Care About 2023. The Accenture Life Trends 2023 report.

CX 134

CX Entertainment AI Engineering 134

Customer Think

JANUARY 22, 2023

However, we can make educated guesses about the trends that are most likely to affect loyalty and customer relationship management (CRM). […] From inflation to recession worries, 2022 has certainly kept marketers on their toes trying to keep up with the mood of consumers. The past few years taught us that we can’t predict the future.

Customer Loyalty 126

Customer Loyalty Customer Relationship Management Education CRM 126

Intercom, Inc.

JUNE 22, 2021

Below, we take a closer look at the top three trends in the sales tech landscape to consider when choosing the right software for your sales organization. Create consistent, customer-centric experiences.

Technology 233

Technology Technology Sales Customer Expectations 233

Execs In The Know

MAY 6, 2022

There are three key trends shaping the workforce today that employers should embrace – listen more, adopt a gig workforce, and build internal resilience. The first trend is so obvious yet often ignored. The second trend is to adapt to the changing workforce. So, how do we stop bleeding attrition if we can’t go back?

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Customer Think

APRIL 10, 2024

The lead generation experts at NetLine just released their “2024 State of B2B Content Consumption & Demand Report,” a meaty 38-page guide based on data from more than 6 million content registrations.

B2B 119

B2B 119

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces. Now, it’s about being one step ahead.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

Customer Think

DECEMBER 4, 2023

At the end of each year, I like to take some time to think about what I believe will be the most significant Customer Experience trends in the coming months. Amidst all the hot technology trends of the moment (yes, I will take some time to write about generative AI, of course), I believe that […]

Customer Experience 69

Customer Experience CX AI Technology 69

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! READ THE FULL GUIDE: Contact Center Trends 2023. (It It’s one of several positive trends we’ve seen emerge from the cultural change wrought by COVID. Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Customer Think

DECEMBER 24, 2021

TweetLinkedInShareEmail What trends will dominate the demand generation landscape in 2022? We asked the experts at Spear Marketing Group to chime in: “Digital fatigue is real. B2B marketers need to rethink digital-first strategies to better.

B2B 130

B2B 130

TeamSupport

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. The Big Trends So what's on the horizon? TeamSupport: Your Time Machine to the Future With our comprehensive customer support software solution, you can stay on top of these trends without breaking a sweat.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

TeamSupport

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. The Big Trends So what's on the horizon? TeamSupport: Your Time Machine to the Future With our comprehensive customer support software solution, you can stay on top of these trends without breaking a sweat.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

Customer Think

NOVEMBER 27, 2023

And a set of trends that will challenge some of the ways you think about designing and […] Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon.

Hospitality 69

Hospitality Hospitality Customer Loyalty Customer Experience 69

Fonolo

NOVEMBER 9, 2021

While customer empathy, hybrid work, and improved contact center technology were definitely hot topics, there were some 2021 trends we didn’t see coming – namely the shortened customer journey, customer demand for immediate support, and of course, the Great Resignation! Trend #1: Customer intelligence.

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

cxservice360

JANUARY 7, 2022

Customer experience trends continue to change and evolve at a rapid rate. The post The Top Customer Experience Trends to Know About in 2022 appeared first on CXService360 - Customer Service Articles, Stories and more. A year or two ago, Read more.

Customer Experience 142

Customer Experience Customer Service 142

Customer Think

JANUARY 16, 2022

By Matt Heinz, President of Heinz Marketing If you missed my LinkedIn series last month, here’s a recap of all twelve B2B marketing trends, investments and focus areas I expect to see from CMOs and teams in the new year. In Summary: Change.

B2B 135

B2B Sales Technology Technology 135

NGDATA

DECEMBER 12, 2023

Businesses that adapt to these trends will remain relevant and position themselves as industry leaders. Source The post Key trends in digital marketing for 2024 appeared first on NGDATA.

E-commerce 52

E-commerce AI 52

Intercom, Inc.

AUGUST 26, 2020

Below we dive into each of the five key trends from our research. It turns out many of the same challenges that make the trends we’ve already discussed such a great investment. The post The future of support: 5 key trends that will shape customer care in 2021 appeared first on Inside Intercom. So, what’s standing in their way?

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Zonka Feedback

AUGUST 4, 2022

While many trends come and go quickly, some stick around longer than others. In product development, marketing, sales, and management, contemporary trends are influenced by a myriad of factors.

Sales 98

Sales 98

Zendesk

JANUARY 17, 2024

Now in its sixth year, our annual CX Trends report is the biggest and most important to date. We’ve identified ten distinct trends to help you navigate the road ahead. The post CX Trends 2024: Unlock the power of intelligent CX appeared first on Zendesk.

CX 52

CX Artificial Intelligence AI Touchpoint 52