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The Top 5 Business Drivers for Customer Service Transformation projects


Real‑life examples of organizations that have used customer service transformation projects to drive improvements    

For an organization to transform its operations, fundamental business drivers need to create a turning point (and some call ‘a compelling event’). Because transformation projects involve investment in money and people, organizations need to be convinced that the costs involved will be more than offset by the benefits.

In this white paper, Ian Ashby, Director, Customer Service Transformation, ServiceNow considers the five core business drivers behind customer service transformation projects:    

  • Improving customer satisfaction
  • Increasing employee engagement
  • Reducing cost and improving efficiency
  • Increasing business agility and innovation
  • Ensuring compliance    

 

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