Research confirms outmoded culture, siloed structures, poor processes, and misguided metrics are holding back customer-centric transformations.
Businesses don’t create happy customers accidentally. If satisfaction isn’t good enough, you need to set out values that put customer happiness at the very core of your company.
Cultivate a culture of service, strengthen standalone channels with smart integrations and exploit opportunities to deliver creative service.
Once a defensive function, customer service evolved into an offensive role during the pandemic, standing at the forefront. Now it’s there to stay.