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Beyond CRM: Rethinking Customer Service

How are businesses rethinking customer service for today's connected, mobile customers? In this on‑demand webinar, Kate Leggett, Principal Analyst at Forrester Research, reveals how innovative companies are transforming customer service to be easier, more effective, and highly personalized.

Ms. Leggett is joined by Terence Chesire, Director of Product Management at ServiceNow who demonstrates how businesses are going beyond CRM and transforming customer service by:

  • Identifying and resolving the root causes of customer calls
  • Transitioning from reacting to problems to anticipating them
  • Using new and emerging channels to improve the experience
  • Engaging the whole organization to deliver customer service

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