Customers who once had poor customer service from a company will associate this experience with that firm for a long time. They will terminate the business relationship and, in the worst case, will damage the company's reputation in the long run. Yet it is so easy to offer good customer service: Use smart troubleshooting!

This year, they will be more important than ever: We identify the customer service trends for 2019, from direct messages to customer service bots.

“AI solutions are growing as one of the hottest investments across industries. 37% of organizations have already started implementing AI for CX, while another 41% have plans to implement it by 2020 to boost their CX capabilities”. The stage was set for the cross-industry conference on Artificial Intelligence for Customer Experience, which took place at Hilton London Kensington on November 6-7. Experts representing leading international corporations from Financial Services, Cosmetics & Beauty, Telecommunications, and Travel provided detailed insights into their concepts and initiatives for implementing AI-driven concepts to improve customer experience in their respective markets.

Predicting the future: Sounds like something from a movie, not like an actual possibility. But it is one of the many features of machine learning.

From personal contact to bots, artificial intelligence and machine learning: Customer service as we know it has been changing rapidly over the last 30 years – and the new trends for the future are not a long time coming.