Best Practice Report

Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation

January 24th, 2020
Karine Cardona-Smits, null
Karine Cardona-Smits
With contributors:
David Truog , Kate Leggett , Ian Jacobs , Clarissa Skinner , Amanda Chen , Shayna Neuburg


When customer service is delivered by human employees, it boosts loyalty, enriches the firm’s understanding of customer needs, and can even present cross-sell and upsell opportunities. But many companies make the mistake of treating customer service as a cost center to be contained — so they automate service as much as possible and staff their call centers with low-cost employees. This report explains how CX professionals can help their firms transform the service journeys for both customers and employees, to seize this opportunity instead.

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