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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

  • ServiceNow rethinks checklists with automated digital workflows
    Operations and Uptime
    Improve your financial close checklist by throwing it in the trash
    04-01-2020 Learn how ServiceNow has re-imagined the financial close process with automated workflows for sequential transitions from one task to the next
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    Digital Transformation
    A Forrester Report sneak peak: our three key takeaways from Customer Service Megatrends in 2020
    03-31-2020 Check out this sneak peak of Forrester's Customer Service Megatrends in 2020 report and learn about our three key takeaways to drive better experiences
  • Now on Now: A new line of defense
    03-30-2020 Get an inside look into how our security team works continuously to automate tools and processes in order to focus on security threats that truly matter
  • Middle aged man working from home.
    COVID-19
    Resources to help your business handle COVID-19
    03-24-2020 See how ServiceNow is committed to helping your organization get through these times and check-in regularly for ideas, resources, tools and more!

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