There is seldom a sector or field that is not undergoing some form of transformation driven by a wave of digital technologies that are upending traditional ways of doing things — including customer service. While many of claims of disruption suffer from over-hype, the way companies engage with customers is one domain where claims are justified.
A recent report from Deloitte highlights how customer service has transitioned from the cost centers of old to create experiences that delight customers and turn them into brand devotees. Read this blog for insight on the various ways enlightened organizations are using technology and automation to empower humans to augment and enhance customer experiences.