Meet Bart Wassink and Herman Stehouwer, both have a track record in executing digitisation projects in the field of Customer Experience. They explain what digital customer service means today and how new technology contributes to a tailored customer experience.
Customer expectations towards digital customer service have changed in recent years. Increasingly, they expect customer service to be available at all times (24/7) and for all types of inquiries and transactions. They expect to be able to use the channel of their choice and get an increasingly tailored, personalized and trustworthy experience.
Customer and engagement data can be used to provide personalized interactions and to enable smooth transitions between channels, providing a tailored experience to each customer.
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