The Evolving Role of Customer Service
Part 1 of 3 in our webinar series
It’s clear that the role of customer service is changing. Instead of a single channel or a non-integrated multichannel experience, customer service has evolved into a dynamic platform. To learn more, thinkJar interviewed 124 customer service professionals to uncover what they’re doing now¬—and how they’re planning for the next five years—to digitally transform their organizations.
- A data-driven, automation-focused, and platform-based approach to operations is influencing customer service.
- Customer service is evolving from a single-interaction resolution to an end-to-end experience.
- Customer expectations are reframing the customer service model, and the benefits of this transformation.
- Other customer service professionals are planning to remain relevant in a competitive landscape.