SOCAP Article Archive

TRENDING News & Trends for Customer Care Professionals

Sep 12, 2018, 09:13 AM

Read the full Fall 2018 issue of CRM Magazine here.


  • $75 billion dollars is lost due to poor customer service – Read more:
  • 65 percent find great customer service more influential than great advertising.  – Read more:
  • New research from Gartner reveals that 25 percent of customer service operations will use virtual customer assistants (VCAs) by 2020. VCAs and chatbots already exist within the CX space, but this prediction reveals AI technology is without a doubt the future of CX. – Read more:
  • Implementing AI in Customer Service? Try consulting the triangular model of agent, bot, customer: “At one point in the triangle is the customer. At the second point of the triangle is the chatbot. At the third point of the triangle is the agent. Great support comes from having, for want of a better word, a conversation among the three of them.” – Read more:
  • We know that a better experience drives revenue by increasing customer retention and loyalty: A 5% increase in customer retention can increase a company’s profitability by 75% , according to Bain & Company. – Read more:

Trending fall 2018