As the old adage goes, the customer – no matter how difficult they’re being – is always right. Of course there’s no accounting for an individual’s particular preferences for what constitutes good customer service, but at the end of the day, that’s a service provider’s problem, not the customers.
At the start of 2017, many businesses embarked on digital transformation initiatives. These had the noble goals of implementing a customer-centric approach, streamlining internal operations and, ultimately, boosting revenue.
But as we move towards 2018, how many have actually accomplished these aspirations?