New Report Finds Social Media, AI key to Brand Survival in 2019

February 6, 2019

TORONTO, ON – February 5, 2019 – A new report, On the Horizon: Customer Service Trends in 2019, predicts that social media, personalization, and artificial intelligence will help brands thrive in the coming year. Published annually by Fonolo, the leader in cloud-based call-back solutions for the contact center, this customer service industry report analyzes current trends and their significance for retail, financial, and travel brands.

As noted by Harvard Business Review, modern consumers’ needs greatly vary depending on time and context; with all the technologies at their fingertips, brands are now expected to go above and beyond during the customer journey.

“Customer service is a critical piece for any brand, especially in a highly competitive global marketplace,” said Samantha Mehra, Marketing Communications Manager, Fonolo. “Given the rate at which customer expectations change, it is integral for customer service leadership to stay educated on current industry trends – for example, social media support and personalization – and adapt their customer service strategies accordingly.”

Fonolo’s annual report supports this ongoing learning in an ever-changing industry.” Fonolo’s 20-page customer service report, this time boasting a science fiction theme, focuses on key customer service trends in seven entertaining sections, including:

  • 2019: A Voice Odyssey,
  • The Bionic Agent,
  • The Hitchhiker’s Guide to Personalization,
  • The Cloud Awakens,
  • Social Media Strikes Back,
  • and more.


The report is a must-read for retail, financial, and travel brands looking to improve their customer service offerings and strategies in 2019.


About Fonolo

Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI. Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.


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