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2016 Customer Service Trends: “Humanless” Customer Service Driving Change

Tricia Morris

JANUARY 25, 2016

Because of increased desire and expectations for 24/7 online or on-device convenience (at scale), self-service, virtual assistants and AI will continue to trend up in customer service. ——————– Download the eBook: 10 Customer Service. But the human touch still has its place.

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Self Service Trends Customer Service Chief Customer Officer 40
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2016 Customer Service Trends: Empowering All Employees to Serve the Customer

Tricia Morris

JANUARY 11, 2016

In Microsoft’s ten customer service trends to watch this year , general manager Bill Patterson makes the case that employee empowerment (especially around knowledge, insights and mobility) will create an even greater separation between the customer service and customer experience leaders and laggards in 2016.

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Trends Customer Service Chief Customer Officer CRM 40
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