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News & Trends for Customer Care Professionals

Where Innovation Is Headed

  • Microsoft's CMO says that customer service is the next frontier for disruptive innovation. Read more: bit.ly/innovationCMO
  • 55% of customers would prefer to chat with a bot over a human—accuracy being equal. Read more: bit.ly/PreferBots
  • Customer service reps work best when they work together, but only 12% of companies let them. Read more: bit.ly/12collaborate
  • 58% of highly profitable companies report that the CEO has ultimate ownership of customer experience management. Read more: bit.ly/CEOcxrole
  • A face-to-face request is 34 times more successful than an email. Read more: bit.ly/MoreSuccessful
  • 35% of customer support will take place on mobile devices by the end of this year, analysts predict. Read more: bit.ly/3TechInnovations
  • 30% of our interactions with new technologies will be through "conversations" with smart machines by 2018, according to Gartner. Read more: bit.ly/ChatBots2018

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