For the Conference Arena Business Community, 2018’s editions of Customer Care Conference and HUBs proved relevant and inspiring lessons. We worked through the trends and acknowledged together that 2018’s market dynamics will bring us even closer to a number of disruptive changes:
We are now witnessing the rapid infiltration of AI within customer service, while trying to avoid a deadlock between learning and fast implementation under the pressure of competitive service
A growing importance of processing and centralizing big data, as an asset placing a strong foundation for better customer interaction and building internally smart procedures and capabilities Juggling customer communication on ever evolving platforms: it is no longer a question of fast response but also a matter of better, more comfortable, meaningful interactions with higher results in retention, engagement and acquisition
Juggling customer communication on ever evolving platforms: it is no longer a question of fast response but also a matter of better, more comfortable, meaningful interactions with higher results in retention, engagement and acquisition
Last, but not least, the crucial importance of HR, as people are still our centerpiece.
Our last year in shared breakthroughs? A VR training module for a fast response team in utilities. A software capable of recording your very own typing DNA. Omni channel’s turn towards Organic Channels. Machine learning’s predictive patterns for customer behavior.
2018? Tackle, Test, Turn-over
Cloud, Communication, and Talent;
Still About The Humans;
Balancing a Human Touch with Automated Support.
‘80% of sales and marketing leaders say they are currently using or plan to deploy chatbots’, Oracle ‘Phone/Voice is the most frustrating Customer Service Channel (32%)’ Aspect Research ‘AI for Customer Relationship Management will increase global business revenues by $1.1 trillion by 2021’, Salesforce ‘29 percent of what Customer-Service representatives do has the potential for automation’, McKinsey
‘31.7 percent of major companies are currently using AI in Customer Service. It is the second most common use of AI by companies after IT’, TATA Consultancy Services
A decade ago the international customer care market demanded the reinvention of business perspectives, focusing more on soft skill development and customer experience. Throughout time, the global socio-economic turmoil lead to an increasing need for visionary partnerships and state-of-the-art KPIs. Nowadays, the global socio-economic turmoil demands an increasing need for visionary partnerships and state-of-the-art KPIs. We must step forward, not drift, alongside with the evolution of competitive intelligence tools, in a business environment operating a strategic paradigm shift as a survival and development imperative.