The digital transformation is having a profound impact on how businesses engage with customers. Driven by the combination of more competent, digitally literate customers and the digitalized workplace, leading organizations are transitioning from product-driven to outcome-focused support that delivers meaningful customer outcomes.
Today’s digitally native B2B and B2C customers expect not just timely and efficient customer support interactions, but also help accomplishing their goals. They expect the companies they do business with to know them – which products they own, how they use them, along with a complete history of prior interactions. This presents customer service and support organizations with an opportunity to not just solve problems, but drive customer loyalty and satisfaction. But, to do that at scale, you need to inject the right information and expertise at the customer’s moment of need via their channel and/or device of choice. Read more and comment »