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.