Making the right connections - the future of customer service
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The traditional front office functions are gone, upended by empowered “connected customers” with increased expectations. To deliver, the service function must evolve from its reactionary role into an anticipatory one, enabled by predictive analytics and new capabilities to create a proactive readiness in a connected enterprise.
This approach calls for data harvesting to provide granular insights from customer channels and purchase interactions to identify service vulnerabilities before they rebound as inbound complaints. Future-state metrics may even look to measure incidents avoided rather than incidents resolved.
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