Recorded Webinar: The Future of Customer Service

Customer service has changed dramatically in the past five years and will continue to do so in the future.

In this webinar, we looked at the latest trends and how they will impact the future of customer service.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Nicola Millard – Futurologist
  • Richard Kenny – Plantronics
Webinar Slides: The Future of Customer Service by Richard Kenny and Nicola Millard

Click here to view the slides

Topics discussed

  • Customer loyalty
  • Creating a connection with customers
  • Webchat
  • Social media
  • The latest thinking in metrics
  • New communication channels
  • Changing customer demographics
  • Customer experience vs price as a differentiator
  • The latest customer service technology
  • Top tips from the audience
  • Winning Tip – “We are just looking at renaming our advisors and have come up with Customer Experience Partners”.  Congratulations to Helen11

Original Webinar date: June 2015

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