This book explores how customer service can become the singular
competitive differentiator for organizations in the digital era.
Given the accelerated pace of digitization and unprecedented rise
in customer expectations post-pandemic, organizations must focus on
customer-centricity in all functions. This business presents a
unique opportunity for companies to revisit traditional customer
service function and transform it for the digital age. The book
provides a contemporary customer perspective on service experiences
throughout the customer journey. It explores the essential success
factors, enablers, and important processes for customer service in
the digital age and shares best practices based on research from
global experts. A valuable resource for students and researchers
keen on understanding the new digital landscape in customer
service, this book offers strategies to develop, maintain and
enhance customer relationships through superior service
experiences.
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