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Shep’s 2021 Top 10 Business Predictions

ShepHyken

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. of them are willing to leave because of bad customer service.

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Is The Move to Self-Service Better For Your Organization Or The Customer?

Beyond Philosophy

However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was. Self-Service Versus Full Service . For efficiency?

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5 Top Customer Service Articles of the Week 5-10-2021

ShepHyken

Customers are enjoying self-service options, so give them what they want. 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.

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5 Top Customer Service Articles For the Week of January 18, 2021

ShepHyken

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. The author points out the mistake many companies make.

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The State of Self-Service in 2021

Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction

Join Brian Morin & Helena Chen for their webinar about the very latest insights on how different industries are going deeper into self-service for call types and chats that have never been automated before. Moreover, come away from this webinar with an understanding of how these new capabilities can apply to your business.

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Contact Center Lessons Learned: How Will These Shape 2021 Plans?

CCNG

In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes.

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5 Top Customer Service Articles For the Week of April 5, 2021

ShepHyken

Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. Had the author said 2035, I might buy into this.

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4 Golden Rules for Conversational AI Self-Service

Speaker: Brian Morin & Helena Chen from SmartAction

As automated self-service options continue to grow, how can you make sure that you and your organization are staying on track? July 28th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT Go-live is just the beginning: Best practices to optimize customer engagement. The importance of conversation design expertise & artistry.

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Expectations vs. Reality: What Can an AI Assistant Really Do?

Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction

You’ll learn: The latest in self-service deployments over voice & chat through live demonstrations. How to modernize the self-service experience with an AI virtual agent that resolves issues conversationally. November 9th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT

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AI and Automation: Don't Get Caught in the Wake of Progress

Speaker: Brian Morin & Helena Chen from SmartAction

2021 has not shaped up to be the live agent apocalypse predicted 5 years ago. However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. August 11th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT Are we nearing the end of the live agent era?

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The Insider Secret to Designing Virtual Agents that Surpass Your Competition

Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction

Get into the gritty details of designing a human-to-machine experience that can rival or exceed live agents, by discovering everything that this webinar will cover: Play-by-play on the AAA voice self-service makeover. March 23, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. Schematics of successful interactions.