We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017.

The Edge of Service® Newsletter Issue 19: Three Predictions for 2017

By any measure, 2016 has been a dynamic year for customer service. Customer expectations evolved at a fast clip, social continued to emerge as a powerful service channel, and many organizations made genuine strides to become more customer-centric (with a notable trend to cultivate services that are mobile-friendly).

These themes will undoubtedly continue. So what else can we expect in the coming year? Let me suggest three major trends that will help shape 2017…Read more.