No one likes being treated like a faceless number. Any time you see an ad or offer on the screen, many of you ask, “why did I get this?” One reason is that your browsing behavior signaled an interest in something. Achieving personalization has not yet been perfected, but there is an outline for getting there. Personalization is the most significant trend, but it’s not the only one as you will see below!

As a new year beckons, this is a good time to consider other service trends that may impact your operations. Here’s an article you’ll want to read: Customer Service Trends for 2021.