Keynote given on June 10, 2013 for Vlerick Conversation Management Platform event in Brussels, Belgium. Part 1 deals with the 3 trends in customer service: desintermediation, frictionless service and crowdservice. Part 2 discusses the future of customer service: we will not use service to solve problems, but service will connect people around your brand (service as the new marketing) . In a third part, the presentation explains how Lampiris is responding to these challenges.