The Rise of the Humans: How to outsmart the digital deluge

by Dave Coplin

Of course, too many companies don’t seem to get it – yet. They fail to open themselves up to the customer, ignore the vast data that is available to them and instead appear dysfunctional, operating within their own corporate silos. They focus on the process rather than the customer outcome.

Ultimately, transformational customer service requires transformed organisations. Organisations need to stop thinking about their own silos, structure and processes because the customer simply doesn’t (and shouldn’t) care.