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2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas

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According to this Gartner report, "Customer service organizations face 10 dilemmas as they rethink their operations to show resilience to current and new digital business models."

2 of 5 of the Gartner report’s Strategic Planning Assumptions are:

  • “By 2025, proactive outbound interactions will overtake reactive inbound interactions.”
  • “By 2025, 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement.”

Clear figures throughout aid understanding and help you to disseminate to colleagues.

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