Future Service Experiences: Customer Service with Empathy at Scale
The imperative for customer service teams has shifted. Customer service and support organizations need to innovate so they can do more with less while continuing to raise the bar on customer experiences. The role of customer service must evolve beyond the confines of the support life cycle and become part of the customer’s whole journey experience. Technology becomes the foundation to scale the current storms of disruption with capabilities such as, but not limited to, data and analytics, artificial intelligence (AI), digital self-service, and experience automation. Crucially, sustained success will also require organizational customer centricity, activated across employees, business processes, and operations, to achieve whole journey customer experience outcomes. IDC refers to this as “empathy at scale.”
