The Future of Customer Service: Data-Driven and Rich with Opportunity

As customer service shifts its focus to the digital world, organizations know they need to provide a streamlined, personalized user experience at every touchpoint to remain competitive. To achieve that goal, many organizations are planning to adopt a full slate of cutting-edge digital solu­tions, including automation, customer self-service options, advanced analytics, voice authentication, speech recogni­tion, and more. But deploying and managing these sophis­ticated tools poses many challenges, both organizational and technical, according to new research from IDG and Verizon. To address these challenges, many are turning to the cloud.