Today's customers are multichannel, engaging with brands on various touchpoints throughout their buying journey. Intuitive leaders seize this opportunity to increase sales and revenue through customer support evolution into a hybrid support/sales operation. However, cost center monetization requires shifting the cultural and operational mindset to unify data and workflows among sales, marketing, and support teams, as well as AI-powered automation and self-service tools.
This Harvard Business Review Analytic Services paper provides an overview of how companies can successfully move in this direction.
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