Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant. Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff.

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.