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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