Issue 3: Technology

There is great excitement over technological breakthroughs in customer service and customer experience. You can act on opportunities and navigate uncertainties with a lot more preparedness. But while power is the defining tenet of technology, it’s one thing to ride on the actual potential and another to act on the promise of technology. In this month’s issue, we explore the hype and hope surrounding customer service and customer experience technologies. We learn that most technologies, in their current form, are best suited for understanding customer problems better and improving our latitude of actions.