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Centers of Excellence and Service Transformation: A Winning Combination

Digital transformation initiatives are compelling companies to improve agility and the speed of customer service delivery. Most companies focus on improving how to engage with customers up‑front when they request help. Yet, much of the work in resolving cases and issues happens behind the scenes and across the organization.

The limited focus results in a disconnected and inferior service experience across the entire service process. Yet, much of the work in resolving cases and issues happens behind the scenes and across the organization.

Join Frost & Sullivan for a panel discussion, focused around turning customer service operations into centers of excellence to deliver a seamless end‑to‑end experience.

Our panel of experts will explore:

  • How digital transformation initiatives can change the delivery of customer service
  • Why customer journey mapping and up‑front improvements are only part of the customer service business transformation story
  • How a center of excellence reduces costs, improves customer satisfaction, and improves efficiencies
  • Key characteristics of the technology needed to support a connected and closed‑loop service experience
  • Considerations for getting executive buy‑in for investment – and employee buy‑in for change

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