Tuesday, November 18, 2014

Interview: Customer Service in the Digital Age

Last week, I spoke with Real Business about the State of Customer Service in the Digital Age. There's little doubt that mobility, social media/social business, and "always on" access to a world of information have changed the customer experience in general and customer service in particular.Among the questions Real Business asked:
  • How has the conversation around best practices changed?
  • What are the areas that still need to be improved?
  • Has the tech age changed the ways customers want to be engaged?
  • It what ways is new technology going to shape customer service in this decade?
  • How will innovation such as virtual agents factor in?
Read the entire interview here.

Then, give it some thought.