Solutions

  • Products
  • Use Cases
  • Industries
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • EBOOK
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.

Platform

  • ANALYST REPORT
  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.

Customers

  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Customer service 2020—Are you ready?


Web

Everywhere you look, digital transformation initiatives are taking hold across the enterprise. Customer service is no exception. Today, new digital technology options mean customers expect choice, flexibility, speed, transparency, and personalization from the companies they do business with—expectations that are only increasing. 

While these digital developments don’t necessarily require completely replacing customer service solutions that work, it may be a good time to reconsider your options since customer service is evolving from single-channel or nonintegrated multichannel into a dynamic platform for customer experience delivery. 

The upshot? Channels don’t matter. The focus is customer service effectiveness instead of efficiency. 

 

But, what’s driving this customer service evolution? And, is your business ready? 

ThinkJar’s Esteban Kolsky recently spoke to customer service practitioners as part of his annual research project about the state of customer service. Read this four-part blog series to highlight trends and how you can apply valuable insights to fuel your customer service transformation.  

 

Featured in the Customer Service is Digitally Transforming – Series: 

Part 1 - Customer service is digitally transforming—Are you ready? (this blog post)

Part 2 - Six trends driving customer service

Part 3 - The new customer-centric customer service model

Part 4 - How to translate CSM trends to business value 

Topics

Featured

  • 2 women shaking hands
    Customer Experience
    Modern service leaders win by focusing on customer convenience
    07-01-2020 Read about how modern service leaders have shifted their focus on efficiency by ensuring customer convenience in order to yield better customer experiences
  • Kiwibank, delivering consistency, automation and quality service with ServiceNow
    06-30-2020 Read about how ServiceNow customer, Kiwibank, is using our products and platform to streamline services and focus on customer experiences
  • men conversing while standing at their computers
    Operations and Uptime
    Why are large enterprises failing at DevOps transformations?
    06-30-2020 Learn about why DevOps is broken in most large enterprises and the benefits of scaling efforts with an Enterprise DevOps Management platform
  • Continual Improvement Management, with ITSM
    Digital Workflows
    Cut down the time to improve with ITSM Continual Improvement Management
    06-25-2020 Read about how our Continual Improvement Management solution provides a structured framework that brings people, processes, and data together in one place

Trends & Research

DevOps comes to the enterprise
How to harmonize dev and ops
How well do you know your Gen Zs?

Year