4. Data. Data-based decision making is rising. Virtually all customer service practitioners we talked to are investing in data analytics and predictive operational enhancements and are less concerned with cost savings. Expect to see an effectiveness-focused metrics model emerge.
5. Channels. Disconnected channels became cumbersome to support and impossible to tend to separate from everything else. Channels are becoming the communication medium for customer service operations, irrelevant as separate entities. And with platforms becoming the prevalent solution in customer service, channel management is now commoditized.
6. Cloud and platforms and ecosystems. Large service organizations are still running on-premises for critical functions, but virtually all organizations are being forced to consider cloud-adoption strategies. Smaller and modern organizations have taken to the cloud quite well, showcasing the realities of this transition; expect larger cloud adoption to happen soon.
Customer-centric customer service
According to Esteban, these six trends, combined with a shift toward enterprises becoming digital businesses, is resulting in a new model for customer service that emphasizes customer-centric effectiveness rather than company-centric cost efficiency.
You can also check out the full ThinkJar white paper, Six Transformational Customer Trends, and hear what Esteban has to say in this this webinar, 5 Critical Steps for Outcomes-First Customer Service.
This blog post is part of a four-part blog series highlighting trends and how you can apply valuable insights to fuel your customer service transformation.
In the Customer Service is Digitally Transforming – Series, you'll find the following posts:
Part 1 - Customer service is digitally transforming—Are you ready?
Part 2 - Six trends driving customer service (this blog post)
Part 3 - The new customer-centric customer service model
Part 4 - How to translate CSM trends to business value