It is nearly impossible to discuss any aspect of an organization's computing environment without hearing the phrase 'digital transformation'. Corporate leaders – executives, line‑of‑business and IT – are all engaged in the discussion of digital transformation (DX) and the associated business imperatives. How is DX related to customer experience and what does it mean for customer service and support? Why must service operations and initiatives, such as proactive support, be evaluated in parallel with technologies for DX?
Join Mary Wardley, Program Vice President with IDC, for a discussion of the next generation of customer service and support in a 'digitally transformed' organization.
- What digital technologies are critical for delivering superior customer service and support.
- What the "must‑have" requirements are in customer handling today and in the future.
- How the Internet of Things (IoT), AI, and other next generation technologies blend with existing standards to enhance service and support interactions.