Too many Service Providers make the mistake of adopting an all or nothing mentality when it comes to customer engagement. They incorrectly assume that all of the engagement has to be digital. And because Service Providers can’t transact their services like Amazon.com, they just throw in the towel and don’t even attempt a phased approach that eventually will lead to a world class digital customer engagement experience.
Customer engagement is a hot topic because of its impact on the bottom line.
