5 Technological Trends That Will Affect Customer Service In 2018 BCW

This neuralgic function, which can bear a direct impact to a business' success and growth, has reached a certain level of maturity that demands for service delivery to be not just great, but also rich, exciting and memorable. Like most predictions of things to come, it has to in part be based on things that have come before (unless you have a crystal ball or have access to insights beyond the realms of most predictors!). In 2017 we have become more and more aware and influenced by key topics, Security, GDPR, AI and Machine Learning and IoT (Internet of Things). But the trend that is going to affect customer service more than everything is the customer experience itself. Forming the umbrella under which I believe all other trends need to sit is the customer experience (or citizen experience, patient experience, student experience, consumer experience, etc. when it comes to specific verticals).