Technology in the customer service market is developing at a rapid rate. Much of this is due largely to high adoption rates of emerging channels, such as social media and mobile technology. In addition to meeting customers on their preferred channels, some companies are integrating these new interaction channels with traditional ones so customers can traverse them without any hiccups. All the while, customer service departments are making better use of big data, analytics, cloud technology, virtual assistants, collaborative solutions, and more.
Many of these advancements are due to the developments made by this year's CRM Service Awards recipients. Our Service Leader awards honor the leaders in eight customer service categories. The Rising Star awards recognize six emerging companies for their ability to develop technology that enhances customer experiences. And the Service Elite awards showcase three customer service deployments with significant returns on their investment. All of them are pioneers in their own right and have contributed to bringing the industry to new heights.