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Over the past 6 months, we have been privileged to meet with over 100 C-level executives who run many of the world’s largest consumer brands. They all share a relentless focus on building a better experience for their customer and in carrying out that mission have seen their share of successes and failures across their customer service organizations.
We consistently heard three common themes repeated:
- Technology can solve problems and create them at the same time
- Minimizing the gap between the desired and actual customer service experience is not easy
- Some companies are better prepared than others to embrace the 21st century consumer