2021 Megatrends in Customer Experience with Destination CRM

Jan 25, 2021 9:49:27 AM

If there has been any sort of "bright spot" in the ongoing COVID-19 crisis, it's the crucial role technology has played in serving customers despite extraordinary circumstances. The implementation of key technologies before the pandemic struck has enabled companies and employees to continue to provide excellent customer support despite the unique challenges -- many of which we faced for the very first time ever.

The verdict is in: we must build on the hard lessons learned last year to better serve customers in 2021 and beyond. So, what needs to be done in the new year to effectively deal with the ever-evolving changes in customer experience (CX)? Experts from Edify, Verint, Customertimes, and eGain teamed up with Destination CRM to discuss how companies can continue (or start) to provide excellent CX despite the seemingly-never-ending pandemic. Tune in to hear Edify CMO Candace Sheitelman chat about:

  • Uniting agents (CC) with all employees (UC) on one system for better CX and higher FCR
  • Leveraging new talent pools with flexible no-code tech and usage-based pricing
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Originally aired:

Wednesday, January 20, 2021

11:00 AM PT / 2:00 PM ET

Kendal Rodgers

Written by Kendal Rodgers

Kendal is the Marketing Manager at Edify and has been writing and curating content most of her professional career. She’s passionate about working with start-ups and sharing life experiences through storytelling. Kendal earned her B.S. in Marketing and International Studies from the IU Kelley School of Business.