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Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.

The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along with business metrics like revenue, operational costs and customer ratings. But businesses often miss the mark when they try to move too quickly with too much technology, ultimately resulting in consumer dissatisfaction rather than elation.

Customer expectations for what defines a good experience stay fairly consistent over time, but the approach to providing that experience changes. Meanwhile, advanced technologies, largely driven by artificial intelligence, analytics and automation, arm companies with new techniques for driving customer satisfaction and loyalty.

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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.