Modern Customer Service Mapping The Journey Ahead
The greatest challenge today for customer-service and support organizations is making sure that they can see and serve customers across all engagement channels, including traditional and new channels. Organizations are evolving from dated, cost-hindered, reactive lines of business to strategic modern organizations that are at the forefront of a uni ed experience strategy. This evolution contributes to the growth and pro tability of the organization by attracting new customers while ensuring existing customers remain satis ed. Gaining a closer relationship with your customer powers this journey to becoming a modern service organization.
Business must embrace this modernization as an evolution, and not approach it like a revolution. It's not enough for just the brave few to make a huge leap of faith. The bridge you build to the new World of Modern must be one that everyone can cross. If you race ahead, as most try to do, you don't get the returns or the sustainability from the investments.
