Changes Ahead for B2B Customer Service in a Digitally Driven World-Harvard Business Review

Is your organization prepared to deliver expected customer service experiences in an increasingly digitally driven world? To meet the new expectations of customers and service agents—and shift into a more strategic role in the business by driving revenue and brand value—B2B customer service organizations will need to overcome legacy mindsets and transform customer service into a dynamic process.

This report – Changes Ahead for B2B Customer Service in a Digitally Driven World from Harvard Business Review and SAP – examines the challenges that service leaders face today and discovers critical capabilities needed to create an engagement experience that drives customer loyalty and company revenue.

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