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Staying alert: What do consumers really want these days?

Abhijit Banerjee, Vice President and Region Head, APAC, Servion Global Solutions | Feb. 11, 2015
Abhijit Banerjee talks about the top three customer experience trends for 2015 and how technology can support it.

3. Embracing Emerging Channels To Reduce Friction
Customer service has evolved a lot over the years. Previously, face-to-face communication was the only platform consumerscould seek help from.But now, there are other channels such as the web and mobile self-service. In 2015, we foresee that consumers will utilise newer communication technologies like video chat with screen sharing to solve their issues. Furthermore, savvy consumerswill demand greater accessibility and channel integration, to be able to request for help on one channel and receive it from another. Integration of social media and digital technologies will enableorganisations to connect and build relationships with consumers in a whole new way.

As discussed, the biggest and most important things in customer service in 2015 will be the continued advancement of self-service, predictive analytics, and synchronised channels. As time and technology advance, customer service delivery — with the continuing emergence and convergence of service channels — should appear seamless, and seem effortless, across channels from the consumer's perspective. If brands take these trends into consideration, they can get one step closer in mastering the art of customer experience while creating relevant experiences for their most important stakeholder, the customer.


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