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2020 IDC Perspective: Customer Service and the Future of Work

2020 IDC Perspective: Customer Service and the Future of Work

ServiceNow
Published by: Research Desk Released: Jul 07, 2020

This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX).

Areas covered include:

  • Evolving consumer expectations and the role of automation and human-machine collaboration
  • How the boundaries between employee and customer experience are blurring
  • Advice for buyers who are building the future of CX

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