Contrary to customer management rhetoric, today’s customers are not "going" mobile and social. They are not "starting" to embrace web self-service and virtual support.
They are mobile. They are social. They are digital. They expect self-service.
If a business is not already capable of delivering an experience across channels—with a consistent, uniform commitment to resolution regardless of channel—it is not simply missing out on a competitive advantage. It has already fallen behind and rendered itself less valuable than the marketplace’s more progressive businesses.
Catching up is an imperative rather than an elective. And this complimentary whitepaper reveals five essential undertakings for achieving the necessary transformation.
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