The Times’ Future of Customer Service Report 2018

Future of Customer Service: a special report by Raconteur, published in The Times, delves into key issues which are shaping the customer service industry today and in the not-so-distant future.

Bringing together some of the latest industry research and statistics, the report identifies the biggest trends and disruptors impacting customer service in the next 12 months.

Industry experts – such as Martin Hill-Wilson, Antony Bourne, Adrian Bridgwater – look at social messaging, AI and chatbots and data personalisation and the impact that these trends are having on consumers’ expectations of customer service.

The Report confirms that customer service is, more than ever, defining the quality and endurance of customer relationships.

According to research, companies are missing out on almost 30% of potential revenue because their customer service is too slow, contributing to higher attrition rates and service costs.

Through five insightful articles, the report addresses topical issues that companies within the B2B sector are increasingly finding themselves up against.

Exploring how customers are demanding speed, a need that more successfully than ever is being delivered with automation, the article focus moves from chatbots, to privacy to social messaging in China and more.

Read the report today and join the online discussions @mplSystems #futureofcustserv