2020 Related Topics 
Beyond Philosophy
DECEMBER 31, 2019
Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . In 2020, we are going to see continued development in these areas. . It is essential to reflect where we have been and where we want to go at this time of year.
CCNG
MARCH 12, 2021
According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. To access the full 2020 State of Customer Service Experience report, please click here.
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Beyond Philosophy
DECEMBER 20, 2019
What is Important in 2020? The post What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” ” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year.
Contact Center Pipeline
JANUARY 22, 2020
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].
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In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively. The new hybrid model emerging creates the opportunity to maximize the positives while reducing some of the negative attributes of remote working.
ShepHyken
DECEMBER 21, 2020
My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. 10 Customer Experience Books Worthy of Discussion in 2020 by Dan Gingiss. Here’s Why.
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. The post 1 in 4 Will Lose Their Job in 2020 appeared first on Customer Experience Consulting. While we find this prediction grim, we do not disagree.
Advertiser: ZoomInfo
Is your team focused on building a reliable tech stack for 2020? Forward thinking sales leaders are starting to prioritize technology initiatives. As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster.
Speaker: Eric Berg, CEO, ContactCenterPro Consulting
In 2020 we all had to move fast in order to ensure our customers received the level of service they needed.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021.
Advertiser: Vanilla Forums
2020 was a year unlike any we've seen in our lifetimes. Will these unprecedented times expedite the rise of branded communities? What can organizations do to ensure their business remains relevant? This year's Community Predictions has all the answers!
Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta
Thursday August 13, 2020 11AM PDT, 2PM EST, 6PM GMT. How to factor new societal changes and customer behaviors into new continuum design. What is an omni-channel experience and how does it set the standard for CX.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Wednesday July 29th, 2020 11AM PST, 2PM EST, 6PM GMT. How to build and leverage authentic relationships with your customers. The types of benefits your customers can give you - reviews, referrals, references, and how to activate them.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Wednesday September 23, 2020 11AM PDT, 2PM EST, 6PM GMT The keys to making a solid business case for SLAs and empowerment. The four steps for implementing SLAs. A checklist for the seven components of a successful empowerment program.
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