In 2009, McKinsey and Company pronounced the classic marketing funnel dead and, in its place, the “Customer Decision Journey” was born, depicting how customers engage with technology to learn about brands before doing a purchase.

“I want to talk to an actual human!”

We have all been there. Sometimes we find some tech issues on the product we bought, and we just want to talk with someone who can properly answer our questions. So, we dial in and find tech support that could help us. It is satisfying to solve it ourselves but also reassuring that we can call a number whenever we need help.

For years, companies have been testing on home-based workforce to provide quality support experience for their customers. A perfect combination of factors- economic, cultural and technological- makes work at home-based agents an essential part of any customer experience company.

Now it its third year, the D-awards organized by the Malaysian Digital Association recognized Hyperlab, an Everise company, in 5 different categories for its innovative way of leveraging AI to empower customer and employee experiences.

Global mobility is a common practice among giant companies, such as Google and Facebook, during the onset of globalization. More than ever, international employee exchange programs are becoming a prevalent trend to a point where it has become a critical element of talent management.

According to a Harvard Business Review by B. Joseph Pine II and James H. Gilmore, amidst the fourth industrial revolution, the experience economy came to be as a differentiator along the progressions of economic value. The two experts presented the term “Experience Economy” as a concept that has transformed organizations, streamline services, create products and engage customers.

2019 is an exciting year for the customer service industry as innovations and key markets continue to grow. While technologies transform and become more sophisticated, few things stay the same in the customer service industry- customers consider a company’s customer service before buying or getting a service. Likewise, they still prefer human interaction when they encounter problems.

Today’s technology made people more connected, not just with other people but with home appliances as well.

Not long ago, the people’s preferred mode of communication is through personal face-to-face interaction. If you have issues with your bank, you visit them personally and talk with the manager. If you bought a defective item, you bring the item back to the store and argue with the supervisor.

Technological disruption continues to emerge today as the economy enables scalable and collaborative networks such as Facebook, Amazon, Alibaba, Netflix, and Google that prove that delivering high value to customers is possible even with near to zero marginal costs.