MyCustomer's Connecting the Dots podcast takes a non-speculative, sensible look at the future – specifically customer service - and how it will evolve in the next decade leading up to 2030.
We discuss some of the trends occurring in the business world and how they will likely affect our approach to customer service in the coming ten years, as well as providing some guidance on what you and your organisation might need to focus on, to ensure your approach to service, and indeed, experience, keeps pace with your customers’ requirements.
Among the topics discussed:
Why chatbots and smart speakers are currently too dumb to own customer service
What artificial intelligence's role in customer service is likely to be in 2030
Why the United airlines passenger ejection scandal in 2017 highlights the vital role customer empathy is set to play in the next decade
How silos are hampering businesses' capacity to be truly empathetic to their customers' needs
The role 'proactive' customer service is set to play in 2030
Why it could be argued that great customer service in 2030 might mean no customer service department at all
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.