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Vit Horky at Ambassadors of Future Care

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Brand Embassy
Brand Embassy
Social MediaBusinessEducation
1 of 19
EVOLUTION & FUTURE OF CUSTOMER CARE
PHONE’S DEAD #FUTURECARE @VITHORKY
GO TO SOURCE PRE-1870
TELEPHONE 1876
CALL CENTRE 1960S
I(VR) ROBOT 1970S
OUTSOURCING 1990S
EMAIL & CHAT 1996
SOCIAL CARE 2008
TECHNOLOGY CRM integration PEOPLE COMPANIES CUSTOMERCAREVISION CUSTOMER SERVICE 2015 2017 2020 Video-calls via web/social Connected products Social in physical world Death of IVR Social user segmentation Tablets & 4G penetration Channel ignorance Care-driven marketing & sales Ambassador care Omni-channel home-sourcing Peer-to-peer communication Social in contact centre Socially-driven businesses Zero tech error tolerance
YOU FRIEND
CUSTOMER AGENTYOU FRIEND
TOKYO PRAGUE CUSTOMER AGENTYOU FRIEND
THE SOCIAL SIDE OF T-MOBILE’S CUSTOMER SERVICE WHITE PAPER: Tips and recommendations for providing awesome customer service on social media.
THANK YOU. Vit @vithorky horky@brandembassy.com
Vit Horky at Ambassadors of Future Care

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Vit Horky at Ambassadors of Future Care

Editor's Notes

  1. Technology – telephone and chat gets social, IVR ends, things become communicate People – new habits Companies – social gets integrated, care becomes omni-channel, agent becomes ambassador, reactive becomes pro-active Customer care