Are these the Top 3 priorities for customer service leaders in 2024?
Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities for customer service and support leaders in 2024, according to Gartner. A Gartner survey of 246 customer service and support leaders conducted September through October 2023 revealed service and support leaders’ priorities for the coming […]
Generative AI ‘revolutionising’ retail customer communication channels
From revolutionising the nuts and bolts of supply chain operations to turbo-charging customer service, generative artificial intelligence (genAI) stands on the forefront of innovation in retail – its ability to fabricate hyper-customised content is turning the tables in marketing and communication strategies. That’s according to says GlobalData, with the analyst’s Practice Head of Disruptive Tech […]
Small businesses ‘failing to capitalise on unique customer service advantage’
Less than half (40%) of consumers find that small businesses offer a more personalised customer service experience than larger corporates. That’s according to FM Outsource’s new report, Small Business Customer Service In 2023: A Missed Opportunity? The research, which investigated whether small businesses are meeting customer expectations, found that the majority of consumers (60%) feel […]
These are the technologies impacting customer service and support in 2023
The technologies with the most current value to service and support organisations are those that support assisted service. That’s according to a Gartner survey of over 200 customer service and support leaders conducted December 2022 through February 2023, which revealed that the top technologies currently impacting customer service include: case management systems, internal collaboration tools […]
Customer service being ‘neglected’ too often, says research
Nearly half (42%) of Brits don’t feel that customer service is a widespread business priority, leading to brand images being tarnished and business lost. In the Make Every Conversation Count report from FM outsource a quarter (24%) of people felt that the general standard of customer service has declined in recent years. Respondents were most critical […]
20% of inbound contact centre volume will come from machine customers
A fifth of inbound customer service contact volume will come from machine customers by 2026, as advances in Conversational AI, Automation, and Low Code Resources impact ways customers and reps interact. Machine customers are nonhuman economic actors that obtain goods or services in exchange for payment. In customer service and support, they will resemble virtual […]
‘Connected Rep’ strategy will improve contact centre efficiency by 30%
Customer service functions that implement the “connected rep” will improve contact centre efficiency by 30% by 2026. The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to reduce rep effort and increase consistency across interactions. […]
Half of customer service reps avoid adopting new tech
Forty-five percent of customer service reps (CSRs) avoid adopting new technologies by relying on legacy systems and tools. A Gartner online survey of 888 CSRs and support specialists from August 2022 revealed access to legacy systems is the main barrier to new technology adoption. “Many leaders believe that certain groups are less likely to adopt […]
Digital transformation for finance – and what it means for customer experience
By Dr. Palanivel Rathinasabapathi Velmurugan is a Lecturer at Berlin School of Business and Innovation (BSBI) in Human Resource Management & Finance Stream Information technology is becoming an integral part of our daily routines because of digital transformation. All businesses must embrace digital transformation, no matter how large or small. If you fail to incorporate […]
Customer data and analytics ‘top priority’ for achieving customer service goals
Customer service and support leaders cited customer data and analytics as a top priority for achieving organisational goals in 2023, according top new research. In a Gartner online survey of 283 customer service and support leaders from August-October 2022, 84% of customer service and service support leaders cited customer data and analytics as “very or […]
