Customer Service in a Multichannel World

Customer expectations are changing as technology evolves.The proliferation of channels and devices that people now have at their fingertips is creating an operational and strategic challenge for companies, which goes right to the heart of the boardroom. While this multichannel age gives companies a logistical headache in trying to deliver a consistent, cohesive experience, online or offline, the fundamentals of good customer service remain the same.

This article features comments from Travers Clarke-Walker, Moira Clark, Rob Crossland, Geraint Anderson, Dipak Jain, Geoff Wilmot, Padraig Drennan and Bill Payne.