Current Trends In Customer Service Coursework Example
Current Trends in Customer Service
Name of article: “Customer Experience in 2020: Seven Technology Trends Defining the Future of Customer Experience.”
Where did you find the article? (Name of the publication, include a web address if applicable): I located this piece, a Cisco customer experience report, on the internet. Specifically, from the Cisco website via this link https://www.cisco.com/c/dam/en/us/solutions/collateral/digital-transformation/customer-experience/cx2020-whitepaper.pdf
What was the article about? (Give an overview of the article in your own words): This paper focused on seven technological trends in the customer experience/service market. Some of these trends include smart stores, hyper-personalization, remote experts, instant fulfillment and application experience, among others (Cisco 1).
What do you think about the article? (Include your own opinions): I think the article is well-detailed since it comprises of relevant trends that are defining customer service. A quick glance at the report also allows the reader access to all the necessary information.
Share any additional thoughts that you have about the article: Additionally, I think the piece is attractive to the reader. Its combination of different colors and themes enable the reader to access information quickly.
Name of article: “Top 7 Trends for Enterprise Call Centers and Customer Service in 2018.”
Where did you find the article? (Name of the publication, include a web address if applicable): I accessed this paper on the IBM site via this link https://www.ibm.com/blogs/watson/2017/10/top-7-trends-for-enterprise-call-centers-in-2018/
What was the article about? (Give an overview of the article in your own words): This paper consisted of various trends that are currently affecting customer service, particularly in enterprise call centers. Artificial intelligence and cognitive technologies are some of the trend...
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