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The New Service Imperative: Empathetic Service at Scale

The past few years have witnessed a drastic shift in the way customers and brands engage with each other.
Customers want to engage with companies in the manner that best suits them. In parallel, many enterprises went through an accelerated rate of digital transformation. However, much of this digital transformation focused on transaction-level elements of the customer experience (CX) such as speed, ease, and efficiency.
As a result, while many organizations moved forward with digital transformation, most did not digitally transform how they engage with customers. According to IDC's Future of Customer Experience Survey, only 25% of organizations that executed CX as part of digital transformation reported being extremely successful.

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