This is the last post in our series of Seven Customer Service Insights for 2020 and Beyond. 

So far in the series, we’ve covered many of the essential trends a company must be on top of to deliver competitive levels of customer service in 2020 and beyond.

This is the sixth post in our series of Seven Customer Service Insights for 2020 and Beyond. 

Today, a brand-new customer rules the marketplace. And from product, to service to sales, they want their experience to be as personal as can possibly be.

This is the fifth post in our series of Seven Customer Service Insights for 2020 and Beyond. 

Generation Z and Millennials now make up the most populous segment of all consumers, online and off. [Forrester] When it comes to channels, they love Live chat and hate bots. Unfortunately, most brands hate Live chat and love bots.

To stay competitive, brands need to update their customer service channel strategy for 2020 and beyond — and find the proper place for Live chat. Our four thinking points will get you heading in the right direction.

AI hype fools a lot of the people a lot of the time. Many still claim AI is revolutionising customer service in every aspect — including powering chatbots to handle all manner of complex customer conversations with ease, replacing humans as they go.

This is the third post in our series of Seven Customer Service Insights for 2020 and Beyond.

Over the past decade, all sorts of tasks have been automated across all sorts of industries. It’s now commonplace for people to be able to help themselves quickly and easily. In fact, they really don’t want to contact a company at all, if they can possibly help it.

This is the second post in our series of Seven Customer Service Insights for 2020 and Beyond.

There are so many recommendations on which customer-related metrics to watch out for in 2020 and beyond that it can be difficult to see the wood from the trees — especially for a medium sized company.

Overall, we noticed that, with the exception of resolutions rates and response times, almost all customer-related metrics are now being incorporated into customer experience metrics — often being summed up into CX KPIs.

This series of posts is designed to help medium-sized brands professionalise customer service in preparation of conversational commerce. In each post, we look at a major trend — from chatbots to Live chat, hyper-personalisation and more — and offer actionable advice.

To introduce them, we first explore how eCommerce and online customer service has evolved over the past 10 years. By looking back, we may get a clearer idea of how things may evolve in the next 10 years.

This is the first post in our series of 'Seven Customer Service Insights for 2020 and Beyond'.

Welcome to the Twenties! It might sound like hype that customer service has changed forever, but it’s a 100% bona fide, genuine, fact. 2020 signals a major demographic tipping point with big consequences for customer expectations, customer experience, and customer service.

The goal of eCommerce and digital directors is to help brands maximise commercial outcomes from their digital channels. And tackling customer service is just one part of this, so the amount of attention they can put there is often limited. However, a director’s leadership plays a critical role in how quickly a department professionalises and even its level of success. This is why, our coaches help directors develop a Commander’s Intent — something one of America’s greatest CEOs was all too familiar with.