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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.
This edited volume elucidates how artificial intelligence (AI) can
enable customer service to achieve higher customer
engagement, superior user experiences, and increased well-being
among customers and employees. As customer expectations
dictate 24/7 availability from service
departments and market pressures call for lower
costs with higher efficiency, businesses have accepted
that AI is vital in maintaining customer satisfaction. Yet, firms
face tough challenges in choosing the right
tool, optimizing integration, and striking the
appropriate balance between AI systems and
human efforts. In this context, chapters in this book capture
the latest advancements in AI-enabled customer service
through real-world examples. This volume offers a global
perspective on this contemporary issue, covering topics such as the
use of AI in enhancing customer well-being, data and technology
integration, and customer engagement.
This book explores the challenges and precarity of higher education
post-pandemic, explicitly focusing on higher education in emerging
countries. Looking beyond the pandemic, the editors and
contributors provide a holistic view of the residual legacies of
global health crises like COVID-19 in developing countries. The
book calls for the need to reimagine, reevaluate and reposition the
higher education system: exploring the challenges experienced by
students, staff, administrators and other stakeholders. Bringing
forth insights from researchers, practitioners and senior
leadership, the book shares theoretical and practical insights on
dealing with the aftermath of a pandemic and what can be learned
for the future. It will be of interest and value to researchers,
practitioners and leaders who wish to understand a develop new
approaches for their teaching and management post-pandemic.
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