“Freshworks conducted a survey of 1,500 customer service leaders to identify key themes that customer service teams should know to be better prepared for the future. The findings are packaged in ‘The New CX Mandate’ report. The key themes that emerged include:
• A rise in chat and messaging as a support channel
• AI & automation becoming critical due to fluctuation in staffing and query volume
• The future of work is hybrid, and ‘back to work’ is going to look very different.
In addition to this, we also reached out to top CX professionals to get their take on the trends they expect to see in the coming year. We’ve compiled their quotes here in the hope that their views, along with ‘The New CX Mandate’ report, will help you plan for CX in 2021.”