There is seldom a sector or field that is not undergoing some form of transformation at the moment, many at the behest of a tidal wave of digital technologies that are upending the traditional way of doing things. While many of these claims suffer from frothy over-hype, the way companies engage with customers is one domain in which the claims are justified.
A recent report from Deloitte highlighted how customer service has transitioned from the cost center of old, and the most sophisticated companies now aim to create experiences that delight customers and turn them into loyal devotees of the brand.