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Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Customer Experience IOT in the Automotive Industry-Upcoming. **. . • ROI of Social Customer Service- Upcoming. • The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming. Mobile Customer Service-Upcoming. **.

CRM 40
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2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. There will be more big data security breaches,” she writes. Lots of ’em.