Published: 01 December 2020
ID: G00736697
Analyst(s): Brian Manusama , Nadine LeBlanc , Philip Jenkins , Pri Rathnayake , Jim Davies , Jim Robinson
Customer service will be revamped to include “huddle groups,” which will initiate more proactive outbound interactions through messaging platforms. As a result, customer service will likely become a profit center. Application leaders must investigate how to realize this future in their organization.
Overview
Strategic Planning Assumptions
Analysis
A Look Back
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