The future of commerce belongs to the frictionless


Striving for a frictionless experience for your customers, employees, suppliers, or other stakeholders isn’t just something that the digital era has enabled you to do. At this point, it’s a requirement.

 The businesses that will survive after the pandemic are the ones who give us back our time.

FOR A MINUTE there, at the start of the global lockdown, it seemed to be an open question: Would we all be able to get everything we needed delivered? Three months in, while nobody’s getting two-day deliveries anymore, it does seem as if Amazon alone might be able to provide almost all of us with our commodity needs.

Way back before Jeff Bezos began delivering almost everything to everyone, there was another open question: Was ordering just a few things at a time from Amazon bad for the environment? The answer is a little surprising. While it’s obviously more wasteful and damaging to place several small orders as opposed to fewer larger ones, it’s also obvious that having Amazon deliver everything to everyone is a more sustainable option than going to the store ourselves.

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AI is growing, but the robots are not coming for customer service


Recent data out of the World Economic Forum in Davos has shed new light on the role that AI and customer service are playing in shaping the future of work. Jobs of Tomorrow: Mapping Opportunity in the New Economy provides much-needed insights into emerging global employment opportunities and the skill sets needed to maximize those opportunities. Interestingly, the report, supported by data from LinkedIn, found that demand for both “digital” and “human” factors is fueling growth in the jobs of tomorrow, raising important considerations for a breadth of industries worldwide.

The report predicts that in the next three years, 37% of job openings in emerging professions will be in the care economy; 17% in sales, marketing and content; 16% in data and AI; 12% in engineering and cloud computing; and 8% in people and culture. Among the roles with fastest projected growth include specialists in both AI and customer success, underscoring the need for technology, yes, but technology that incorporates the human touch.

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20 expert predictions for the future of customer service

“Change is the law of life. And those who look only to the past or present are certain to miss the future.” ~ John F. Kennedy

Preferences and expectations are changing and growing among consumers just as quickly as advancements in technology, encouraging (if not demanding) that brands embrace a strategy of non-stop adaptation to the next generation and the next big thing.



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Which industries get the most customer service complaints?

Only 44% of the top 25 online retailers responded to customer service requests from social media within 24 hours.

Social media and the internet have made it much easier for people to vent about bad service to a potentially large audience. If you make a customer unhappy these days you can count on their other 5,000-some friends hearing about it, too.  Twenty-five percent of people who have a negative customer experience share their thoughts on social networks. (Infographic)

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