Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service.
Many customers are embracing technology and welcome many of the advancements it is bringing. However, when it comes to more complex and personalised matters – and especially when there is a problem – most customers still want and expect to be able to talk to a real person and receive direct, human attention.
Read the full article to find out how water companies and utility providers weave new technology into the service model:
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