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Expert Opinion: Top 3 Customer Support Trends to look for in 2018

Taylor Reach Group

Video can enable easier customer authentication, increased emotional connection to customers, provide insight into technical support challenges and allows for more interactive services. Banks are already deploying ITMs (Interactive Teller Machines). Click to tweet this image. 3) The Shift to Self-Service will accelerate.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.