Four Imperatives That Customer Service and Support Leaders Must Address to Deliver Digital Customer Service in 2019

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Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner. Customer-facing artificial intelligence (AI), big data, customer activism and rising CRM costs are key priorities for customer service and support leaders this year.

However, the survey of 533 customer service leaders also showed a low-preparedness level to address these issues, despite the rising pressures to increase digital capabilities and enhance the digital experience.

“The propagation

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