Women Leading the Way: Customer Service Trends 2021

Women Leading the Way_ Customer Service Trends 2021

In this free webinar, 6 female experts shared their perspectives on which customer service trends will dominate 2021 and how this industry is transforming.

Our Ultimate Experts

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Dr. Nicola Millard

Principal Innovation Partner, British Telecom Group

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Shahrzad Samadzadeh

VP, UX & Product Design, Service Cloud, Salesforce

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Kate Hardcastle

The Customer Whisperer, Founder Insight with Passion

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Sonja Hild

Director of Customer Service, BSH Home Appliances Group

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Eveline Erkelens

Customer Experience Lead & Founder, Bright6 Agency

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Marianne Rutz

Operational Excellence Expert, Rutz Consulting

Check out the recording and you'll learn about the following:

  • Some of the shifts impacting the customer service industry as automation and AI help reduce repetitive and predictable tasks
  • The growing sophistication of agent work as more complex issues are escalated to humans
  • How increasing customer expectations require greater agility, empathy, and finesse to diffuse frustration and build brand loyalty
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