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Gartner: The Future of Customer Service – 5 Emerging Trends To Watch

Gartner report dives into 5 emerging trends to watch in customer service: 1. Become a Value-Driven Function; 2. Balance Personalization With Privacy; 3. Account for Machine Customers; 4. Prepare for Expanded Paths to Resolution; 5. Fully Capture the Voice of the Customer.

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Gartner report dives into 5 emerging trends to watch in customer service (download full report here):

1. Become a Value-Driven Function by deploying real-time conversational analytics to ensure reps guide conversations to enhance customer value and reevaluate current service investments, among other steps.
2. Balance Personalization With Privacy by prioritizing transparency in customer privacy settings and give customers better control over how their data is used. 
3. Account for Machine Customers – understand how the customer experience (CX) needs of machine customers differ from those of human customers and prepare for machine-customer-initiating inquiries. 
4. Prepare for Expanded Paths to Resolution – identify sources of information about your products and services and determine why your customers visit third-party sources, to optimize company-owned resources among other steps.
5. Fully Capture the Voice of the Customer – iteratively implement new VoC technologies, establish a closed-loop process to act on insights. 

Read more insights in Gartner report.