Trends Report

Engagement Costs Continue To Rise Even With Digital: Here's How To Fight It

Five Steps To Reinvent Customer Service In A Post-Digital World

September 7th, 2017
With contributors:
Daniel Hong , Bill Seguin , Andrew Reese


Customers use a broad spectrum of channels to interact with a company. Often, they shift from one channel to another — or even use more than one simultaneously. As more channels and touchpoints emerge, application development and delivery (AD&D) pros supporting customer service organizations can't react by adding staff. They need to reboot their operations by leveraging self-service technologies, digitizing processes, exploring new labor models, automating wherever and whenever possible, and adding artificial intelligence (AI) to improve outcomes.

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