I recently read this article in Gartner which shares the 4 most important tech trends in customer service that companies should be watching (and ostensibly, doing).
The second trend they suggest is that the future lies in understanding the preferences of digital customers.
We are absolutely seeing this in industries, with an emphasis on self-service. Customers no longer want to wait for assistance and instructions, they simply want to find the right information without a lot of effort.
I’d like to suggest that if a company is doing that, then they are also doing the other 3:
- Using technology to bring value
- Using data and analytics to make informed decisions
- Making investments in AI and chatbots
Do you agree?
Do all 4 tech trends actually fall under the same umbrella?