How customer service can keep up in the age of perpetual newness paid servicenow
The evolution of customer service is rapid and relentless. Here’s how to run faster without becoming totally exhausted.Take, for instance, the famous exchange between Alice and the Red Queen in Lewis Carroll’s “Well, in our country,” said Alice, still panting a little, “you’d generally get to somewhere else—if you run very fast for a long time, as we’ve been doing.”
And, yet, when it comes to customer service, it can feel as if we’re still living in Alice’s slow country with the expectation that if we just keep running, we’ll actually get somewhere. The reality is we have all fallen through the looking glass, where to make gains you must run twice as fast.Customer service is stuck in what I call the “messy middle.
Luckily, this perpetual newness offers us a path out of the messy middle. Because perpetual newness bakes active evolution into the very DNA of everything it creates. It’s the connected phone that updates overnight. The car that learns the route to drop your kids off at school. For customer service, it’s the digital twin—a digital model that spans the entirety of the customer service lifecycle—that captures the dynamics behind every change to help us respond to this ever-changing environment.
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