There is no doubt Customer Service has and needed to evolve. From ‘Ye Olde Call Centre’ environments of the past, Customer Service functions are now digital, social, always available and a vital channel for Sales and Marketing.

Modern CX organisations recognise this and build powerful multi-channel knowledge-driven platforms that attract, inform, serve and delight prospects and customers

This post looks at how we need to redefine what customer service means in the context of modern CX and how organisations can develop customer service that meets these challenges and opportunities