The digital age has upended how companies interact with customers. New technologies, coupled with greater access to information and purchasing options, have ushered in new customer expectations, preferences and behaviors.
Today’s customers live in a subscription economy and are no longer tolerating empty promises. They are demanding a new standard of service that provides relevant, satisfying and engaging experiences.
Companies’ current customer service models won’t deliver different outcomes. Delivering on the promise of an improved customer experience requires empowering the frontline service professional with new mindsets, skills and behaviors.VIEW THE REPORT [PDF]