Published: 15 April 2022
The future of customer service and support is contextualized, predictive, value-focused and ubiquitous. Customer service and support leaders must prepare for five emerging trends that will shape their function through 2025 and beyond.
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As CEOs increasingly prioritize growth and customer value, service and support’s mandate must expand beyond issue resolution to helping customers derive more value from the company’s product or service, an activity that drives greater loyalty.
Advanced technology capabilities, such as speech and text analytics, intelligent bots, and internet-connected products, will help customer service and support leaders fulfill their ambitions to deliver contextualized, predictive and effortless service.
Evolving customer expectations and behaviors require innovation with new service delivery models. As customer preferences about privacy and the sources of information they trust changes, service organizations must shift their approaches accordingly.
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