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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

  • Welcome to the Future of Work: Now at Work 2020
    Business Impact
    Now at Work 2020: The future of work is now
    10-06-2020 Each year, I look forward to Now at Work. When you’ve been doing this as long as I have, though, you look forward to some years more than others.
  • Man walking through an office
    Digital Workflows
    A new spin on managing your hardware assets
    10-05-2020 Discover how ServiceNow facilitates managing hardware assets by combining all your asset data on one platform with our Hardware Asset Management solution.
  • People gathered around a table at a meeting
    Business Impact
    Our IT transformation strategy equals three zeros
    10-01-2020 When I joined ServiceNow,  IT Operations had what I’d call a “best effort” strategy—push hard, keep things running, meet your SLAs, and so on. This worked
  • Man working at a bar
    Business Impact
    Workflow Guides offer curated content for business leaders
    09-30-2020 Organizations are facing an unprecedented challenge adjusting their businesses to operate in a time where resiliency and continuity are suddenly top

Trends & Research

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

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