Weak mobile customer service is harming customer engagement, according to Gartner, Inc. No rallying principle in the organisation matters more than the creation of superior customer engagement and IT leaders will need to innovate in engaging customers on all channels and have the metrics to choose the right projects.
"Marketing may fill the sales funnel, and the sales department can close a deal, yet it is the overall impression of the organisation generated by the quality of customer service that differentiates one company from another," said Michael Maoz, vice president and distinguished analyst at Gartner. "Translating this general and departmental
"Marketing may fill the sales funnel, and the sales department can close a deal, yet it is the overall impression of the organisation generated by the quality of customer service that differentiates one company from another," said Michael Maoz, vice president and distinguished analyst at Gartner. "Translating this general and departmental
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