Wrapping Up: CX Trends 2021 . Siri and Alexa have become commonplace to the consumer, but the application and utility of virtual assistants is still limited when compared to their potential for disruption. By Nikki Gilliland December 14th 2020 10:14. At SuperOffice, we've helped thousands of companies use sales, marketing and customer service to improve the customer experience. Customer service will play a bigger role in C-level strategy As we move into the future, customer service will continue to become an increasingly important priority for the C-suite. A way of working that is remote, flexible, and technology-led. 6 trends shaping CX redesign in 2021. Customer service trends in 2021 will be driven by COVID-19 and its lasting ramifications. ... automatically take over customer service inquiries. The SDA Open Industry platform and Zapier are examples. If CX is to play an important part in your 2021 plans (and it should! And companies that do reap the rewards. DOWNLOAD the Customer Health Score eBook here. See the 10 trends and predictions for the customer experience, customer care, and customer intelligence in 2021. Going forward in 2021, brands will need to integrate creative, care-led digital strategies to keep pace with customer experience trends. Here’s a closer look at the trends set to dominate the contact centre in 2021 and beyond. According to Gartner Report, 85% of customer-brand relationships handled by customer support experts by 2021. Contact centre managers have had to radically rethink their business models, continuity plans and infrastructure. 3. And these changes have accelerated a transition into a new way of working. ), use this article to stay ahead of the top customer experience statistics in the upcoming year. ... “This will have several specific implications going into 2021… Customer service and after-sales support channels need to be aligned and empowered to solve problems fast and on behalf of customers. ... Conversational interfaces reign supreme in global customer service . Here are what I believe are the top 10 business trends for 2021. In 2021, customer service must reduce the frustrations of, and advocate for, these devastated consumers. Customer experience trends in 2021: What do the experts predict? In our predictions for 2021, this need for a more empathetic service experience dominated our thinking. Hence, it is must to update yourself with the new customer service trends that will be prevalent in the SaaS industry in the year 2021. Time to reconstruct customer service trends to stay with a good rapport in the market. This will also help brands to win their customer's hearts and minds while staying ahead of the competition. Because of the influence CX has on growth strategy, it will mean a business’s CXO, CMO, and CCO will need to work even more collaboratively. Some highlights from this year’s predictions report include: Customer service will become a lifeline for 33 million devastated consumers. Find all Customer Success Jobs openings here . If companies also manage such service platforms centrally on a digital experience platform and combine straightforward data management with targeted contact management, they can reach the full potential of CRM trends for 2021. Companies across the globe will agree that customer service trends 2021 determine the growth of their business. Customer service trends in 2021 will be driven by COVID-19. Are you ready for 2021? As always, please give us your feedback and let us know about the vital issues and challenges shaping your service strategy. Explore. The Institute examines some of the issues and trends that will be significant for the customer experience environment in 2021 and highlights priorities that organisations need to consider. 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