The Customer Service Evolution
In this webcast you can learn how the role of Customer Service has been shifting and what the latest trends are to secure that companies stay up to date with Customer expectations.
The role of Customer Service has been shifting and is today seen as a strategic asset for 88% of retail companies globally. There are a number of trends driving this evolution e.g.:
- Customer expectations in the Transformative Era drive the need to adapt the role of Customer Service
- Technology is playing a big role in the shift and will continue to transform CX in the next 5 years
- Covid-19 and the significant increase of e-commerce has further accelerated the strategic role of Customer Service
As a result, Customer Service Centres are evolving from being pure cost centres to becoming value driven profit centres. We will discuss this evolution and also share some examples of how successful companies have positioned their Customer Service organizations.
The webinar is free of charge.
Presenters
- Malin Andrée, Partner, Business Consulting, Business Design
- Laurence Buchanan, Partner, Consulting, CNS Support Services Advisory Transformation and Digital Strategy Leader
Webcast
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