article thumbnail

The future of support: 5 key trends that will shape customer care in 2021

Intercom, Inc.

With more than half (52%) of companies planning to reduce the size of their team as a result of the current economic downturn, support leaders are turning to technology, not headcount, to scale their efforts. It’s also a crucial leading indicator of future churn and customer retention. Are you ready to join them? Learn more here.

Trends 233
article thumbnail

12 Customer Success predictions and trends for 2023

ChurnZero

First, digital CS will become a way of life due to flat or reduced headcount. For example, things like conversational intelligence and AI will continue to emerge as key data sources for predicting churn, understanding sentiment, and enabling customer-facing teams to be more predictive and proactive. Anita Toth , Chief Churn Crusher.

Trends 98