Author: Jeff Nicholson, Global Head of CRM, Pegasystems
A lot of things changed in 2020 – to say the least. When it comes to customer service, the pandemic impacted both the demand for service and how that service is delivered altogether. Service teams became highly distributed, no longer working within the walls of a contact center. And in many sectors, service volumes went through the roof. Some might say none of this could have been predicted. But here’s a look at several key predictions for customer service in 2021:
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And a final semi-related "bonus" prediction: People will finally, finally (oh, please) stop saying "the new normal." Here’s to improved experience – for customers and service teams alike – in 2021.
About Jeff Nicholson:
Jeff Nicholson is the Global Head of CRM for Pegasystems, where he leads the company’s CRM market vision and strategy. A recognized customer engagement thought leader, Jeff is a frequent presenter at CRM industry events across the globe on subjects including consumer engagement, customer journey, artificial intelligence, digital transformation, and customer data protection legislation. His viewpoints and opinions have been featured in numerous publications and outlets including AdAge, ChiefMarketer, CMSwire, CustomerThink, Forbes, Mediapost and The Economist.
Pegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
Published: Friday, March 12, 2021
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