Improving customer experience is the top priority for customer service leaders at many companies. Yet, these companies frequently add new technology without considering transformative changes in the operational processes that support them. They overlook ways to provide value across the full customer journey through a connected, end-to-end experience.
Forrester defines digital transformation as the harnessing of digital assets to continually improve customer outcomes while increasing operational agility. Reimagining your service processes in a digital environment can help you address internal silos and create experiences your customers enjoy.
Join our guest, Ted Schadler, Vice President and Principal Analyst at Forrester, as he shares ways companies should be investing in transformation to create differentiated customer service experiences.
In this webinar, you will learn:
How experiences are intimately tied to the operating model
Why automation and artificial intelligence change the economics of delivering service
How to start your customer care transformation journey