Digital technologies have reshaped the customer service function over the past ten years. The widespread adoption of social networks and smartphones has redefined how customers expect to interact with companies.
The next ten years will see even more profound changes, as the next wave of digital technologies, notably Artificial Intelligence (AI), Speech Recognition, Augmented Reality and the Internet of Things build on the past innovations.
Customer service will look very different in a world of “Intelligent Conversations” where computing power is everywhere and everything is connected.
DOWNLOAD FULL ARTICLE [PDF]