Digital innovation in customer service: an overview

According to research by Ofcom, the average UK consumer checks their smartphone every 12 minutes of the waking day. This level of ‘digital dependency’ (and 24/7 connectivity) means that consumers are now more demanding than ever before.

By Nikki Gilliland October 2019 11:47

Content

This briefing will cover new and emerging trends within customer service, and case studies of brands setting the bar.

Contents:

Call centre innovation
Video support
Bots and virtual agents
The role of the human agent
Reaching customers across social media
SMS & personal messaging apps
An omni-channel future

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According to a 2018 study by Juniper Research, spending by retailers on artificial intelligence tools will grow almost fourfold between 2018 and 2022, reaching $7.3 billion per annum – up from an estimated $2 billion in 2018. By 2022, the research found that retailers will be investing in AI tools to improve everything from customer service to sentiment analytics, automated marketing and demand forecasting.

Article Customer Experience

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