Customers are pushing companies to keep up with the innovation of the Fourth Industrial Revolution. With the lines blurring between B2B and B2C, companies need to re-evaluate their service strategies to adjust to a new type of customer and their elevated expectations. This evolution is particularly evident in customer service departments, which are increasingly using bots and self-service to help customers get answers faster – whenever and wherever. However, in those instances when face-to-face service is required, mobile workers need to deliver the same level of engagement – and capabilities – as their office-based peers.
MOBILE WORKERS BECOME the FACE of BRANDS
