Identify at least thee ways in which service automation can
improve service quality and/or customer experience.
Self-service online is a major development in CRM systems
allowing companies to reduce costs dramatically whilst, in some
cases, improving their service quality. Identify the impact of
self-service online upon customer experience focusing upon
potential negative impacts.
Social media and user-generated content generate a wealth of
information about your key customers, information that is not
available on your operational databases. Identify the challenges of...