Gartner Research

Digital Customer Service Part 1 — Customer Intimacy: Know Your Customers Better Than They Know Themselves

Published: 28 June 2017

ID: G00324793

Analyst(s): Simon Bailey

Summary

As companies develop solution-centric digital business models, supply chain leaders focused on improving customer service need to understand this shift, define the new role of customer service and develop a roadmap to ensure essential skills are in place to know their customer.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The digital shift requires supply chain leaders focused on customer service to align with new business priorities
  • Supply chain leaders focused on improving customer service need to identify, shape and support emerging digital business models
  • New digital business models require supply chain leaders focused on customer service to cultivate an outside-in mindset

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