Top 5 tech trends expected to disrupt customer service

January 22, 2016 • Enterprise, Top Stories The Interactive Intelligence Group has shared its predictions for the five trends that will disrupt customer service in 2016. The Interactive Intelligence Group has shared its predictions for the five trends that will disrupt customer service in 2016. A massive 89 percent of companies plan to compete primarily on the basis of the customer experience by 2016, which is a dramatic increase since 2014 (36 percent) and 2015 (58 percent). “It’s clear that companies are making customer interaction experiences a priority, and the trends we’ve identified will be critical if businesses want to stay competitive,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO. “Of note is that all these trends rely heavily on the cloud, analytics and big data. These now form…


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