Vit Horky at Ambassadors of Future Care
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Transcript of Vit Horky at Ambassadors of Future Care
![Page 1: Vit Horky at Ambassadors of Future Care](https://reader036.fdocuments.us/reader036/viewer/2022062513/554f2133b4c905aa348b50b9/html5/thumbnails/1.jpg)
EVOLUTION & FUTURE
OF CUSTOMER CARE
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PHONE’S DEAD#FUTURECARE @VITHORKY
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GO TO SOURCEPRE-1870
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TELEPHONE1876
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CALL CENTRE1960S
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I(VR) ROBOT1970S
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OUTSOURCING1990S
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EMAIL & CHAT1996
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SOCIAL CARE2008
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TECHNOLOGY
CRM integration
PEOPLE
COMPANIES
CU
STO
MER
CA
RE V
ISIO
N
CUSTOMER
SERVICE
2015 2017 2020
Video-calls via web/social
ConnectedproductsSocial in physical world
Death of IVR
Social user segmentation
Tablets & 4G penetration
Channel ignorance
Care-drivenmarketing & sales
Ambassadorcare
Omni-channelhome-sourcing
Peer-to-peer communication
Social in contact centre
Socially-driven businesses
Zero tech error tolerance
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YOU
FRIEND
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CUSTOMER
AGENTYOU
FRIEND
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TOKYO
PRAGUECUSTOMER
AGENTYOU
FRIEND
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THE SOCIAL SIDE OF T-MOBILE’S CUSTOMER SERVICE
WHITE PAPER: Tips and recommendations
for providing awesome customer service on social media.
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THANK YOU.Vit @vithorky [email protected]
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