TRENDS 2014THE CUSTOMER SERVICE

COLLECTION

EXPERIENCE MATTERS,EVERYWHERE

TRENDS 2014

Phone, IVR, social, mobile – customers expect stellar experiences at every touchpoint.

And these great expectations will only increase in 2014. Enterprises will be up to the task with

technologies like self-care, context passing, uni�ed dashboards, and more.

THE CUSTOMER SERVICECOLLECTION

TRENDS 2014THE CUSTOMER SERVICE

COLLECTION

2

EXPERT CONNECT,NOW INSTANT!

Customers will wantto connect to the

right expert faster andput a face to the voice

1

IN ‘DIY’ LIESTHE POWER

Automated virtual agents,rewards and gami�cation

will increase the use ofself-care portals

TRENDS 2014THE CUSTOMER SERVICE

COLLECTION

3

SOCIAL CAREGOES MAINSTREAM

Customers will wantanswers on their platformof choice – be it Facebook,

Twitter or Google+

4

KNOWING WHERE THECUSTOMER IS STUCK

Context passingtechnologies will inform

agents about the customer’sissue from any channel

TRENDS 2014THE CUSTOMER SERVICE

COLLECTION

6

ANALYZE TOPERSONALIZE

Analytics from social mediaand service history will be

used for faster, morecontextual resolutions

5

THE EMPOWERED AGENT

Uni�ed desktops and 360ºcustomer views will help

agents know it all andresolve it all

TRENDS 2014

FIND OUT MORE

infosys.com/trends2014

WATCH READ VIEW KNOW MORE

Video Blog post Infographic Tweet chat

#CustServTrends

THE CUSTOMER SERVICECOLLECTION