Michael Khalili

View The Session Here

The events of 2020 have shifted the way we live, work and play. In some cases, it’s ended old patterns and in others it’s accelerated changes that were already well underway. When it comes to customer service, it’s elevated preferences that were already prevalent among younger consumers and brought them deeper into the mainstream across generations.

Join Michael Khalili, Director of Product Marketing at Helpshift and a CCW analyst to learn more about three of the most important changes facing the way we will serve our customers going forward:

• Mobile: Even as they were stuck at home, consumers spent more time on their mobile devices and their expectations for mobile experience continue to rise.
• Messaging: Chat-based communication became a preferred method of communication for younger customers and an essential for businesses as they struggled with pandemic-related demand spikes.
• Automation: Automation grew up and far from being a detractor from the customer experience, it enabled forward-looking companies to move faster and improve how they served their customers.