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   Help Scout newsletter, January 7 2022
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   What's new in 2022 for customer service professionals? A WHOLE LOT.
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                          The only time I got detention
                         </h1>
                         <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#556575 !important; font-style:normal; font-weight:normal; font-size:18px !important; mso-line-height-rule:exactly; line-height:175%; margin-bottom:18px !important">
                          I snuck away early from assembly so as to be first into the school library. Ms. Brown busted me hiding ineffectually behind the rotating Asterix comics display rack, clutching Alan Dean Foster’s novelization of “The Last Star Fighter.” I was a real wild child.
                         </p>
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                          I never stopped reading, but in this age of distractions (infinite) and gratifications (instant), it is harder to sustain. Arbitrary calendar changes are as good a time as any to refocus on the value of long-form reading, for business and for pleasure.
                         </p>
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                          Today’s newsletter includes our
                          <a data-hs-link-id="0" rel="noopener" style="mso-line-height-rule:exactly; color:#1292ee; text-decoration:none !important" target="_blank">
                           recommended reading
                           <sup>
                            1
                           </sup>
                           lists for the customer service professional
                          </a>
                          and for the
                          <a data-hs-link-id="0" rel="noopener" style="mso-line-height-rule:exactly; color:#1292ee; text-decoration:none !important" target="_blank">
                           business leader
                          </a>
                          . You will find something on there to change your thinking for the better.
                         </p>
                         <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#556575 !important; font-style:normal; font-weight:normal; font-size:18px !important; mso-line-height-rule:exactly; line-height:175%; margin-bottom:18px !important">
                          We live in a time that requires plenty of new thinking.  In my
                          <a data-hs-link-id="0" rel="noopener" style="mso-line-height-rule:exactly; color:#1292ee; text-decoration:none !important" target="_blank">
                           2022 Customer Service Trends
                          </a>
                          article, I list 12 ways this pandemic has pulled forward shifts that were already coming. You may need to change things more quickly than you might otherwise have planned.
                         </p>
                         <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#556575 !important; font-style:normal; font-weight:normal; font-size:18px !important; mso-line-height-rule:exactly; line-height:175%; margin-bottom:18px !important">
                          Thanks for being a subscriber, I truly appreciate it, and I love hearing from you. If you have a second,
                          <a data-hs-link-id="0" rel="noopener" style="mso-line-height-rule:exactly; color:#1292ee; text-decoration:none !important" target="_blank">
                           recommend a book I should read
                          </a>
                          . Any topic at all.
                         </p>
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                          <em>
                           <sup>
                            1
                           </sup>
                           Listening to an audiobook 100% counts as reading. Come at me.
                          </em>
                         </p>
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                            Mat Patterson
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                             Help Scout
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                          12 Customer Service Trends
                          <br/>
                          for 2022
                         </h1>
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                          The events of the past two years have accelerated some market shifts dramatically. We’ve identified 12 ways... number two is increased churn because of more online options.
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                               Read The Whole List
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                        The 27 Best Customer Service Books
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                        Full reading list
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                        Good reads for leaders and creatives
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                        Read more
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                        <img alt="customer-experience-books" class="hs-row-image" height="auto" loading="lazy" sizes="(max-width: 400px) 100vw, 400px" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FImported%2520sitepage%2520images%252Fcustomer-experience-books.png%253Fwidth%253D800%2526height%253D450%2526upscale%253Dtrue%2526name%253Dcustomer-experience-books.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyJ9:1n5VNE:q9Usi_McV7EiISvCuM0AJgFaMtnhziNGr55Q_i7axp0" srcset="https://email.helpscout.com/hs-fs/hubfs/Imported%20sitepage%20images/customer-experience-books.png?upscale=true&amp;width=800&amp;height=450&amp;upscale=true&amp;name=customer-experience-books.png 400w, https://email.helpscout.com/hs-fs/hubfs/Imported%20sitepage%20images/customer-experience-books.png?upscale=true&amp;width=1600&amp;height=900&amp;upscale=true&amp;name=customer-experience-books.png 800w" style="outline:none; text-decoration:none; -ms-interpolation-mode:bicubic; border:none; display:block; width:285px; height:auto; border-radius:4px" width="285"/>
                       </a>
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                     <!--[if mso]>
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              <td style="width:50%; padding: 25px 25px 0px 25px;" valign="middle" dir="ltr">
              <![endif]-->
                     <div class="hs-row-text-column" style="width:100%; max-width: 296px; display:inline-block; vertical-align: middle; direction: ltr;">
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                       <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_text" data-hs-cos-field="row_text" data-hs-cos-general-type="widget" data-hs-cos-type="inline_text" id="hs_cos_wrapper_module-0-0-5_" style="color: inherit; font-size: inherit; line-height: inherit;">
                        6 Customer Experience Books Every Founder Should Read
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                       <a class="read-more-link" data-hs-link-id="1" style="mso-line-height-rule:exactly; margin-top:20px; display:inline-block; vertical-align:middle; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; font-style:normal; font-weight:500; font-size:15px; color:#1292EE; text-decoration:none !important" target="_blank">
                        CX reads
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                         ›
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                     <!--[if mso]>
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            <style type="text/css">
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            <!--1st table is a container table giving the full width background color primarily -->
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                    <!-- In The Works Logo, 162px x 43px not in its own table as not responsive -->
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                        100 City Hall Plaza
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                    <!-- Three tables to manage the Scribble image, Made by... and the copyright text -->
                    <!-- Table one has the scribble image-->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-spacing:0 !important; mso-table-lspace:0pt; mso-table-rspace:0pt; margin-top:4px; width:10%; min-width:60px; border-collapse:collapse" width="10%">
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                    <!-- Table two has the Created by text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-spacing:0 !important; mso-table-lspace:0pt; mso-table-rspace:0pt; width:67.3%; min-width:310px; border-collapse:collapse" width="67.3%">
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                        Made by hand in over 75 cities around the world.
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                    <!-- Table three has the copyright text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" class="hs-footer-copyright-table" role="presentation" style="border-spacing:0 !important; mso-table-lspace:0pt; mso-table-rspace:0pt; min-width:120px; width:21.1%; border-collapse:collapse" width="21.1%">
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        border-bottom: 1px solid #000000;
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  /* Tweak the padding up on screens larger than 600px */
  @media all and (min-width: 600px) {
    .hs-footer-address {
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