First Coined In 2011
Instant PR & Cust Service
Real-time contact becomes essential as communications teams focus on instant PR to manage social crises and augment customer service with methods to deal with problems in the here and now.
Trend Longevity Rating
B
Graded B in 2026 ·
a strong prediction that largely held up
a strong prediction that largely held up
How this trend held up
Customer service through social channels has grown dramatically, but today it is not solely driven by negative situations (as originally predicted) but rather used as a tool for positive engagement as well.
Every past trend prediction is re-reviewed and graded with a Trend Longevity Rating, measuring how much each originally curated trend still matters years later.
