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Microsoft Dynamics 365

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. For 2016 however, we’ve decided to ask some well-known customer service thought leaders, advocates, authors and speakers – many of whom talk with and train front line customer service professionals on almost a daily basis — about trends they believe will impact every brand and organization, not just those with the budgets for the next big thing, and we've compiled these in a new eBook, 10 Customer Service Trends to Watch in 2016.

This year's lineup of contributors includes:

  • Bill Patterson: Microsoft General Manager of Service Engagement
  • Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder
  • Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst
  • Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member
  • Nancy Friedman: Customer Service Keynote Speaker and Trainer
  • Al Hopper: #CustServ Chat Moderator and ICMI Top 50 Customer Service Thought Leaders of 2015 listee
  • Shep Hyken: Chief Amazement Officer and New York Times Bestselling Author
  • Matt Kresch: Microsoft Dynamics CRM Product Marketing Director for Customer Service
  • Russel Lolacher: Customer Service Consultant, Speaker and The Upsell Founder
  • Tricia Morris: Parature, from Microsoft Sr. Product Marketing Manager and ICMI Top 50 Customer Service Thought Leaders of 2015 listee
  • Bill Quiseng: Customer Service Keynote Speaker and Mindtouch Top 50 Most Active Influencers in Customer Experience listee. 

The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. Each trend is unique, but alone or together can serve as a powerful tool to unite customer-focused organizations and customer service teams for future success. In addition, each contributor tells what organizations can do to improve service today, not just in the future. 

In a series of future blog posts, we’ll be featuring guest post commentary from all of the contributors above. But to view their insights for 2016 as we head toward the new year, click on the link below to download this 14-page complimentary customer service resource: