Mother Theresa
Do not wait for leaders - do it alone, person to person.
Service/Support
According to Gartner’s “The Future of Customer Service Report” forward-looking customer service and support organisations are shifting from a reactive strategy designed to limit costs to a predictive strategy that delivers additional value to customers.
Customer service leaders must prepare for five emerging trends that will require service organisations to deliver not only better customer service experiences but also different in-kind service experiences.
The Future of Customer Service: 5 Emerging Trends To Watch
McKinsey’s report “Customer-care organisations” suggests companies across all sectors are scrambling to stabilise operations and institute new guidelines to protect the health of their employees while maintaining quality of service.
Customer-centric organisations are shifting their focus to meet the rapidly evolving needs of their employees and customers. Services and support teams are merging into customer experience teams, which necessitates a new approach to ensure a consistent experience.
We’ve identified desired experiences from analysts’ and associations’ perspectives and have included them from an employee, leadership, and management point of view.
New Experiences for Service and Support Executives
Forward-looking customer service and support (CSS) organisations are shifting from a reactive strategy designed to limit costs to a predictive strategy that delivers additional value to customers.
Key challenges include:
Become a Value-Driven Function
Balance Personalisation With Privacy
Account for Machine Customers
Prepare for Expanded Paths to Resolution
Fully Capture the Voice of the Customer
From the challenges we’ve created a series of DGAs for you to select from, which support overcoming these challenges in a positive way.
Your Key Challenges
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