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Delivering Proactive Customer Service: Is Your Organization Ready?

In this webinar, Judith Platz, VP Research, Support Services at TSIA and Holly Simmons, Senior Director for Customer Service Management at ServiceNow discussed new strategies, processes, and technology that connect customer service teams with other departments and enable organizations to shift to a proactive service delivery culture. Ms. Platz also shared recent research that will help benchmark your organization's readiness to move from reactive to proactive customer service delivery.

Topics covered during the session:

  • Assessing the current customer service delivery landscape and gaps
  • Evaluating support transformation strategies and metrics
  • Critical capabilities for shifting from reactive to proactive customer service
  • Benchmarking your organization's technology maturity and readiness

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