Trend #2: Measure what customers value

Michiel Gaasterland
Feb 20, 2020 Michiel Gaasterland

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.

Trend #1: Customer Service just changed forever

Michiel Gaasterland
Feb 12, 2020 Michiel Gaasterland

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.

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