ABSTRACT
With the proliferation of emerging technologies and social media channels aimed at enhancing customer service and promoting organisational commitment, traditional models of the customer service experience are being revisited. This chapter discusses the role and applications of emerging technologies, such as artificial intelligence, chatbot, mixed-reality technologies and social media channels as important drivers in promoting seamless customer experiences in the twenty-first century. Social media strategies such as social listening, reputation management and deep consumer insights via the Internet of Things (IoT) used for real-time evaluation of customers’ experience service are also explored. Lastly, the chapter discusses digital/mobile technologies in Africa, the cultural generations and the implication of these emerging technologies on customer service delivery in Africa.
