Better Governance Leads To Better Customer Service — Yes, Really!

Companies struggle to deliver reproducible, effective, personalized customer service that's in line with customers' expectations and within cost constraints. Siloed governance processes are a consistent root cause of poor customer service, and application development and delivery (AD&D) professionals have an opportunity to help unify these processes across business units, channels, and technology applications. This report provides a framework for transforming your firm's customer service governance program to optimize your customer service delivery. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. This edition includes new data and customer examples.