Impolite service agents, too-long waiting times, inquiries without reply: poor customer service has many faces. This is not only extremely annoying for the customer but also has far-reaching consequences for the company.

Three days at Germany’s capital, third time an exhibitor and three major takeaways:  the 21st edition of CCW was held from February 19-21st at the Estrel Convention center in Berlin.  With 270 exhibitors and more than 8000 exhibitors from 46 countries CCW provided an international forum featuring latest technological trends and innovative services in customer dialogue.

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.