The new year is upon us; what better time to gaze into the crystal ball and talk about the trends we can expect to see in the world of customer service in 2013?  In this episode, Ed Gagnon of Customer Service Solutions talks Alan through his four top trends for customer service for the coming year, ranging from the use of technology in enhancing the customer service experience to the overall speed in how that service is delivered.  It's the 2013 kick-off episode of "Stepping Up Service"! Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs.  Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development.  Learn more about The Jackson Group at www.thejacksongroup.com.