Mapping Your Customer Service Journey to Drive Digital Transformation

Many customer care teams are feeling the pressure to innovate as senior leadership continues to ask them for digital transformation and increased efficiency. But customer care leaders should start by mapping the service journey, including the customer experience as well as the underlying processes, before taking action.

In this session, Michele Shane from Premiere Response and Natalie Skarzynski from Astute will share their expertise on the what, why, and how of digital transformation in customer care.