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Customer service 2020—Are you ready?


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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

  • Customer Experience
    Blackhawk Network makes the right connections to avoid costs
    01-24-2020 Read how Blackhawk Network uses ServiceNow CSM to resolve issues quickly and deliver great experiences from request to resolution, avoiding major costs.
  • customer-service-series4.jpg
    Customer Experience
    Translate CSM Trends to Business Value
    01-17-2020 Read how your organization can translate customer service trends into real business value and embrace the new customer-centric model of customer service.
  • customer-service-series3.jpg
    Customer Experience
    The new customer-centric customer service model
    01-16-2020 Are your customer service strategies aligning with enterprise digital transformation efforts across the business? Read about the new customer service model.
  • customer-service-series2.jpg
    Customer Experience
    Six trends driving customer service transformation
    01-15-2020 Read about what trends are driving customer service evolution to focus on delivering customer service effectiveness instead of efficiency. 

Trends & Research

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