Successful customer service requires connecting the dots across an entire organization’s teams, systems, and data to address customer needs seamlessly and efficiently. A task of this magnitude and facets comes with myriad challenges. Automation, artificial intelligence (AI), and other advanced technologies can help.
Let's explore three ways you can use emerging tech to address your customers' needs proactively and effectively.
1. Prioritize digital service
When it comes to customer service, digitization is table stakes. Companies have grown to adapt, but innovation happens faster than organizational change. As a result, businesses struggle to overcome working in digital silos.
Watch our How—and why—you should digitize your customer service webinar to learn how you can innovate your technology, processes, and culture. Forrester Research Senior Analyst Christina McAllister joins Michael Ramsey, ServiceNow VP of product management for customer workflow products, to discuss the importance of digital customer service.
With insights from Forrester’s How to Reinvent Customer Service to be Digital-First report, you’ll discover how to:
Satisfy more customers by decreasing resolution times and costs
Solve issues before customers are aware of them
Expand customers’ digital options with chat and messaging
2. Challenge conventions
It can be difficult for employees to voice their opinions about longstanding business practices and processes. Yet, without change, scaling the business to achieve greater success becomes increasingly difficult. Rapidly growing companies require scaling their customer operations to keep up with client engagements.
CDW, a ServiceNow customer and a member of the Technology & Services Industry Association (TSIA), has successfully conquered this struggle. Watch Customer journeys and the service lifecycle to find out how.
Tim Ancona, VP of ServiceNow solutions at CDW, shares how challenging the status quo led to a service delivery model that relies on centralized management of an end-to-end service lifecycle. Experts from TSIA and ServiceNow join him for an informative exchange.
3. Innovate relentlessly
No matter your organization’s size or industry, constant learning and innovation should be core practices. The smallest ideas and steps toward improvement can add up to push your company forward and keep ahead of your competitors.
Learning requires being open to change. With that premise in mind, listen in on a conversation between Ray Wang, founder and principal analyst of Constellation Research, and Dean Robison, senior VP of customer service and support at ServiceNow.
In Prepare for the future of customer service, you’ll get ideas to help you:
Rethink operational excellence in your business
Unlock the potential in your organization’s value chain
Drive business value using digital workflows
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