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For Application Development & Delivery Professionals

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

Vision: The Contact Centers For Customer Service Playbook

January 24, 2018

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Why Read This Report

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.

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Table of Contents

  • Invest In Customer Service — And Realize Top-Line Growth
  • Customers Demand Fast Service Anytime, Anywhere
  • Automation Tames Contact Center Headcount Increases
  • Customer Service Operations Look To Become More Human
  • What It Means

  • Use AI To Up-Level Operations, Or You Will Lose Your Customers
  • Supplemental Material
  • Related Research Documents

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