In this new business reality that we’re all learning to navigate, customer service takes on new meaning. In 2019, before the COVID-19 pandemic struck, Gartner's Customer Experience Management Survey found that 75% of organizations said that they were able to show that customer satisfaction leads to revenue growth through increased customer retention or lifetime value." While revenue and growth are still driving priorities for service teams, many are finding that their day-to-day mission is now helping customers simply maintain continuity when the unexpected occurs. In other words, service is more important than ever before.

Scaling service capacity, delivering consistent service via remote teams and field personnel, providing automated solutions for self-service . . . they all require some fundamental transformations in our approach to service. At the same time, they lay the groundwork for future growth. Here are our suggestions for how to smooth the road toward a better customer experience.

Read about:

• Roadblocks to success for customer service departments
• Connected collaboration
• Preventing and preempting service issues
• The ServiceNow Customer Service Management solution