People would get better customer service and a much improved customer experience which would make them happier, and because they were happier, there would be fewer problems, and they'd get into fewer arguments. Pega recently released the Resolution revolution: Customer service insights report that highlights how real it can get for many customers. They surveyed over 7,000 customers, around 3,500 customer-facing employees and nearly 2,000 business leaders from around the world. But, many customers are not waiting for brands to get their act together. So, if that firming up of opinion does not add momentum to your efforts to connect your teams and your channels so that you can take a more conversational approach to service, then ask yourself this:How many more customers need to cry before you are moved to action?

Source: Forbes July 07, 2021 14:03 UTC