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


Dr. Nicola Millard

Principal Innovation Partner, British Telecom Group


Shahrzad Samadzadeh

VP, UX & Product Design, Service Cloud, Salesforce


Kate Hardcastle

The Customer Whisperer, Founder Insight with Passion


Sonja Hild

Director of Customer Service, BSH Home Appliances Group


Eveline Erkelens

Customer Experience Lead & Founder, Bright6 Agency


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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