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ECT News Community   »   CRM Buyer Talkback   »   Re: 6 Customer Service Trends to Watch in 2020



Re: 6 Customer Service Trends to Watch in 2020
Posted by: Ido Bornstein-HaCohen 2019-12-17 02:21:10
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The era of messaging and automation is upon us! The fundamentals of delivering a good customer service experience in 2020 will be much the same as in 2019: Customers will expect convenient in-channel resolutions that take little effort on their behalf. However, with the rise of friction-free, asynchronous and personalized private messaging channels for customer service, brands' contact centers must adapt accordingly. Customers' service expectations undoubtedly have matured. Swift response times and a friendly tone of voice are not enough.


Re: 6 Customer Service Trends to Watch in 2020
Posted by: halcyontek 2019-12-17 02:21:46 In reply to: Ido Bornstein-HaCohen
Well elaborated! Great prediction! Thanks for sharing wonderful insights!
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What do you think about artificial intelligence systems that can outperform humans?
They are revolutionary tools for solving problems facing humanity.
They won't change the world, but they have many practical, beneficial applications.
There's a danger that humans will lose control of AI and there will be grave consequences.
Some of their so-called big accomplishments, such as beating humans at games, are trivial and overhyped.
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