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Customer Service Trends in 2015 and What They Mean for 2016 – Rich Weborg

customer service trends2015 was a year of progression for customer service. While some years are based on keeping with the “same old, same old” mindset, 2015 was different due to the role of technology taking center stage. In the ICMI article, “Year in Review: Customer Service Trends in 2015 and What They Mean for 2016,” Rich Weborg discusses these trends that jumped to a new level in 2015: 

  • Customer service got smart
  • Customer service got automated
  • Customer service got focused
  • Customer service got diversified 

Weborg also makes predictions on what will happen in customer service in 2016 with companies building on the advances made last year. These predictions include:

  • Continued rise in cloud computing
  • Delivering on the omnichannel promise
  • Personalization
  • Proactive customer service
  • More artificial intelligence
  • Moving towards a mobile-first future
  • More digital/emerging channels 

To read more about these topics, please click the link below: 

Year in Review: Customer Service Trends in 2015 and What They Mean for 2016 – Rich Weborg



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