Here are my thoughts on customer service and customer experience as we head into 2019:Customers continue to get smarter. They know what they want and expect when it comes to the customer experience. Customer service and customer experience has been and will continue to be, one of the best marketing investments a company can make. Employee experience will be as important, if not more so, than customer experience. It can also help the agent cross-sell the customer (and yes, that is an aspect of good customer service).

Source: Forbes December 16, 2018 13:18 UTC