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

  • Healthcare employee experience: 3 healthcare workers look at a tablet screen.
    Healthcare
    How healthcare company Roche innovated the employee experience
    Learn how healthcare company Roche found more agile, human-centric ways to improve collaboration and, ultimately, the patient and employee experience.
  • Telecommunications: A woman stands a sidewalk holding a coffee and looking at her mobile phone.
    Telecommunications
    3 ways 5G can help telecommunications companies improve business
    Despite the benefits of 5G technology for telecommunications companies, many struggle with legacy processes. Learn three ways 5G can help improve business.
  • A man looks at his phone over an open laptop.
    Financial Services
    Asia-Pacific banking outlook: Compliance culture depends on innovation
    Banking institutions are risk engines. ServiceNow can help reconcile data, streamline customer experiences, and future-proof financial services.

Trends & Research

  • Gartner Magic Quadrant IT service management tool tile.
    IT Management
    ServiceNow is a Leader in the 2021 Gartner® Magic Quadrant™ for ITSM—8 years in a row
  • Gartner Magic Quadrant IT vendor risk management tool tile.
    IT Management
    ServiceNow named a Leader in the Gartner Magic Quadrant for IT Vendor Risk Management Tools
  • ServiceNow named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center
    Customer Experience
    ServiceNow a Leader in Gartner® Magic Quadrant™ for CRM Customer Engagement Center

Year