Customer service leaders must prepare for five emerging trends that will require service organizations to deliver not only better customer service experiences but also different in-kind service experiences. These five trends will shift:
- Where service happens — often outside of company-owned channels
- When service happens — before the customer even knew there was a problem
- Who performs and initiates service — increasingly machines, not human customers
- Why service happens — to help the customer get more out of the product
The future of customer service is contextualized, predictive, value-focused, and ubiquitous. Are you ready? Download our playbook.