Current Trends In Customer Service Coursework Example

Student’s Name
Professor’s Name
Course Title
Date
Current Trends in Customer Service
Name of article: “Customer Experience in 2020: Seven Technology Trends Defining the Future of Customer Experience.”
Where did you find the article? (Name of the publication, include a web address if applicable): I located this piece, a Cisco customer experience report, on the internet. Specifically, from the Cisco website via this link https://www.cisco.com/c/dam/en/us/solutions/collateral/digital-transformation/customer-experience/cx2020-whitepaper.pdf
What was the article about? (Give an overview of the article in your own words): This paper focused on seven technological trends in the customer experience/service market. Some of these trends include smart stores, hyper-personalization, remote experts, instant fulfillment and application experience, among others (Cisco 1).
What do you think about the article? (Include your own opinions): I think the article is well-detailed since it comprises of relevant trends that are defining customer service. A quick glance at the report also allows the reader access to all the necessary information.
Share any additional thoughts that you have about the article: Additionally, I think the piece is attractive to the reader. Its combination of different colors and themes enable the reader to access information quickly.

Name of article: “Top 7 Trends for Enterprise Call Centers and Customer Service in 2018.”
Where did you find the article? (Name of the publication, include a web address if applicable): I accessed this paper on the IBM site via this link https://www.

ibm.com/blogs/watson/2017/10/top-7-trends-for-enterprise-call-centers-in-2018/
What was the article about? (Give an overview of the article in your own words): This paper consisted of various trends that are currently affecting customer service, particularly in enterprise call centers. Artificial intelligence and cognitive technologies are some of the trends that are disrupting customer experience in this sector. Such patterns are making customers to evolve more than customer care from companies (Schneider 1).
What do you think about the article? (Include your own opinions): I believe this article informs well the reader since it focuses on a critical segment (enterprise call centers), which relates to customer service. Therefore, anyone interested in the enterprise call centers can acquire crucial information from it.
Share any additional thoughts that you have about the article: Nonetheless, I think that this item is too specific and does not provide enough background information about these trends.

Name of article: “Ten Customer Service and Customer Experience Trends for 2017.”
Where did you find the article? (Name of the publication, include a web address if applicable): I also accessed this article online on the Forbes website through https://www.forbes.com/sites/shephyken/2017/01/07/10-customer-service-and-customer-experience-cx-trends-for-2017/#2b52817a75e5
What was the article about? (Give an overview of the article in your own words): This paper comprised of trends that reveal the importance of customer service and experience. Such patterns include the increasing importance and growth of customer service, the value of personalization and customer success in customer experience, artificial intelligence and so forth. These trends have a significant impact because most firms prioritize on enhancing customer experience (Hyken 1).
What do you think about the article? (Include your own opinions): This article serves as an excellent plan that highlights what has been happening in customer service over the last one and a half years.
Share any additional thoughts that you have about the article: I also think that this article serves as an appropriate reference point for customer service experts, as well as other individuals who are interested in this sector.

Works Cited
Cisco. “Customer Experience in 2020: Seven Technology Trends Defining the Future of Customer Experience.” Cisco – Global Home Page, 2017, www.cisco.com/c/dam/en/us/solutions/collateral/digital-transformation/customer-experience/cx2020-whitepaper.pdf. Accessed 13 Mar. 2018.
Hyken, Shep. “Ten Customer Service and Customer Experience Trends For 2017.” Forbes, 9 Jan. 2017, www.forbes.com/sites/shephyken/2017/01/07/10-customer-service-and-customer-experience-cx-trends-for-2017/#2b52817a75e5. Accessed 13 Mar. 2018.
Schneider, Christie. “Top 7 Trends for Enterprise Call Centers and Customer Service in 2018.” Watson, 6 Nov. 2017, www.ibm.com/blogs/watson/2017/10/top-7-trends-for-enterprise-call-centers-in-2018/. Accessed 13 Mar. 2018.