The other day I received a phone call from the CEO of an organization that publishes research about the contact centre industry. He wanted to ask about the future of customer service. It was an interesting conversation, and as we talked, I made a few notes so I could think further on some of the key points we discussed.
The ones that I think are most urgent or interesting are:
As we talked, it became clear to me that as I think further on the future of the customer experience, there are some interesting and unusual facts that can be immediately observed today:
Please leave a comment with your thoughts on my comments or any ideas I may have missed.