Customer Centric Support Services in the Digital Age

This book explores how customer service can become the singular competitive differentiator for organizations in the digital era.Given the accelerated pace of digitization and unprecedented rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions. This presents a unique opportunity for companies to revisit traditional customer service function and transform it for the digital age. In light of this, this book provides a contemporary customer perspective on service experiences throughout the customer journey. It explores the essential success factors, enablers, and important processes for customer service in the digital age and shares best practices based on research from global experts. A valuable resource for students and researchers keen on understanding the new digital landscape in customer service, this book offers strategies to develop, maintain and enhance customer relationships through superior service experiences.