The Results of our Digital Customer Service Study

Digitalization does not stop at customer service. More and more customer service departments are dealing with digital transformation. Having a concrete strategy in place and creating a solid and scalable basis to support it is critical. Given the high rate of direct interaction with customers, a digital customer service strategy must take their specific needs into account and not just the overall company. Many service managers ask themselves the following questions:

  • How important is a digital strategy for customer service?
  • What are the specific goals?
  • What challenges do companies face when developing a digital strategy?
  • Where are companies currently in development and implementation?

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