It's European Data Protection Day on 28 January. The Council of Europe was celebrating the 12th edition of the day commemorating data protection. This year’s event focused on a topic which caused a lot of excitement in the last ten months: the General Data Protection Regulation (GDPR).

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.

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.