In today’s world, customers decide how customer-centric a company is.
Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion
Looking ahead, Forrester sees 10 trends for 2017 that customer service professionals should take into account as they move the needle on the quality of service that they deliver:
Here are six of them:
Customer service organizations address a smaller volume of simple voice-based customer contacts as they mature their self-service, automated engagement, and digital operations.
Trend No. 1: Companies extend and enhance self-service.
Customers of all ages are moving away from using the phone to using self-service — web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots — as a first point of contact with a company. Dimension Data reports growth in every digital channel and a 12% decrease in phone volume.
In 2017: Customer service will continue to invest in structured knowledge management and leverage communities to extend the reach of curated content. Service will become more ubiquitous, via speech interfaces, devices with embedded knowledge, and wearables for service technicians.
1. Digital workplaces seize on AI in the “intelligent workplace”
2. Focus shifts from “firing up tech” to changing behaviour and culture
3. Digital workplace strategy takes central role
4. Intranets keep getting better and stronger
5. The “centre of gravity” for work moves from physical to digital
6. Public and civic organizations transform their digital workplaces
7. Leaders influence (rather than control) as leadership becomes digital
8. Quality search becomes common
9. Workplace by Facebook disrupts the digital workplace industry
10. Digital literacy becomes an essential competence
Read about them at My 10 digital workplace predictions for 2017 – Medium
In 2016, we’ve seen mobile completely redefine how people interact with one another as well as with brands. And while social and mobile have had an indisputable impact on marketing, communications and business, in 2017, we’re going to see old dogs with new tricks in areas such as content mixed with new dogs who want to change the game all together. Here are a few areas we’ve ide