Trends Report

Customer Service Is The Most Important Lever Of Great Customer Experience

April 1st, 2020
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst

Summary

Customer service is the cornerstone of any company’s customer experience (CX) strategy. Many firms struggle to realize the full potential of customer service due to six key pitfalls: the failure to link to CX strategy; siloed, broken experiences; the failure to delight customers emotionally; inadequate tools; the wrong metrics; and the failure to drive cultural change. Many companies have inflated expectations about the role of emerging tech in customer service, but human capital is still core to your customer service strategy.

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