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By 
Matthew Merker, Senior Analyst, Lead for Benefits Consulting Research
Published: Jan 15, 2019
Matthew Merker, Senior Analyst, Lead for Benefits Consulting Research
Published: Jan 15, 2019
Getting to Know You—Deep Diving into Customer Journeys
As consumer demands for best-in-class customer service continue to rise, the burden of expectation on companies is staggering. Customers are no longer…
As consumer demands for best-in-class customer service continue to rise, the burden of expectation on companies is staggering. Customers are no longer surprised when needs are anticipated, instead it is simply expected. Customer service representatives face a daunting challenge to meet expectations, and many companies are ill equipped to empower these representatives to do it.