2020 Big data Customer emotions Customer Service 
VocalCom
JULY 2, 2020
We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. It is therefore essential for customer service teams to show empathy towards customers.
Lumoa
OCTOBER 31, 2018
It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data.
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