Published: 01 December 2020
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.
Analysts:
Brian Manusama, Nadine LeBlanc, Philip Jenkins, Pri Rathnayake, Jim Davies, Jim Robinson
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