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ICYMI - BPO News Roundup (Dec. 2019)

Posted by Jesus Grana on 12/3/19 3:49 PM
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A collection of curated stories from client industries, CX and global trends that grab our attention. 

It’s the season of giving, and we all know there’s nothing better than giving (and receiving!) extraordinary customer service. Our CX readings in the last month have done nothing but strengthen our viewpoint on this. 

  1. It's clear: customers (and cities) want clean cars. In fact, many city-dwellers now pay fees to drive older-model gas and diesel cars, trucks and motorcycles. Automakers continue to push the customer experience envelope with electric and connected vehicles as cities worldwide reimagine their relationship with cars. Read the NYT article
  2. Have you heard of the Fourth Industrial Revolution? It’s a term that expresses the blurred boundaries among physical, digital and biological worlds, and its impact on customer service is colossal. Salesforce just released an in-depth analysis of this contemporary consumer landscape. See the top 5 trends 
  3. “Business leaders are overly optimistic about the effort required by customers to contact customer service.” This is one of The Northridge Group’s findings in its State of Customer Service Experience 2019 Report. The study shows that companies are not delivering in today’s no second chances CX environment. Find out how they’re failing

2019 ... are you ready to put a bow on it? 

Thanks for reading, and we wish you customer service success in the new year.



Topics: customer service


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