There is a customer-shaped hole in the centre of most customer service processes. Even brands that were doing digital customer service well were often so wrapped up in speed and technology that they had lost touch with the actual customer and the niceties of personal communication.

Bringing a customer-centric point of view back into digital customer service has always inspired us. And it’s not just because we like people. Today’s digital customers demand the speed of social media with the personalisation of old-fashioned, one-on-one communication. Customer emotions are at the heart of what we call customer experience, and the brands that can inspire positive emotions will always come out on top.

Download this ebook to understand how digital customer service has influenced customer expectations.