Vit Horky at Ambassadors of Future Care

EVOLUTION & FUTURE

OF CUSTOMER CARE

PHONE’S DEAD#FUTURECARE @VITHORKY

GO TO SOURCEPRE-1870

TELEPHONE1876

CALL CENTRE1960S

I(VR) ROBOT1970S

OUTSOURCING1990S

EMAIL & CHAT1996

SOCIAL CARE2008

TECHNOLOGY

CRM integration

PEOPLE

COMPANIES

CU

STO

MER

CA

RE V

ISIO

N

CUSTOMER

SERVICE

2015 2017 2020

Video-calls via web/social

ConnectedproductsSocial in physical world

Death of IVR

Social user segmentation

Tablets & 4G penetration

Channel ignorance

Care-drivenmarketing & sales

Ambassadorcare

Omni-channelhome-sourcing

Peer-to-peer communication

Social in contact centre

Socially-driven businesses

Zero tech error tolerance

YOU

FRIEND

CUSTOMER

AGENTYOU

FRIEND

TOKYO

PRAGUECUSTOMER

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