2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.

When Your Customer Experience Strategy Is Stuck In Neutral

Avoid these six common mistakes, move out of marketing’s planning zone, and get to execution.