eBook: Visibility in Action

Published by ServiceNow

Leading companies pride themselves on offering excellent customer experiences based on positive engagement: managing the interactions with their customers through a range of channels—from phone calls and live chat to SMS and e-mail. Often these same companies are at a loss when satisfaction scores start to drop . Why are organizations that are 'customer obsessed' finding it harder and harder to meet customer expectations and deliver great experiences? What aren’t they seeing?

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