Navigating Customer Service 2021: The Year of Transformation

Our customer service experts forecast what’s next for customer service, customer experience, and customer relationship technology. Before you make any strategic decisions, you’ll want to read this.


What's inside?

In this guide, we wanted to answer the following questions:

- How did Covid impact the customer service industry?

- What role will technology play in the post-Covid customer experience and customer service landscape?

- Which new channels will be vital for customer communication and relationship management

- What’s on the horizon for 2021?

Featuring insights from leading customer service experts including:


Shep Hyken

Customer service expert, bestselling author and keynote speaker, specializes in customer service and experience, and loyalty.


Harald Henn

CEO of Marketing Resultant GmbH, serves leading corporations as acknowledged Customer Service, Customer Experience, and Call Center expert.


Flavio Martins

VP of Operations and Customer Support at DigiCert Inc., an organization famous for customer service in the encryption industry. He pens the popular blog WinTheCustomer!


Joonas Suoranta

VP of Customer Success at, uses his deep knowledge of AI, NLP, and machine learning to help customers achieve intelligent customer service automation.

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