To deliver great customer service, CSOps needs to be aligned with DevOps. Here’s how to bring the two closer together.
Customer experience is at the heart of digital business today. Whether you’re a bank, a retailer, or a streaming service, user expectations have never been higher. And it’s never been easier for those end users to switch to a competitor.
As demand for digital grows, critical incidents inevitably occur. In fact, they surged 19% from 2019 to 2020. And when problems arise, the speed and quality of incident response is key to minimizing financial and reputational damage.
The challenge for many organizations is that customer service teams on the front line are too often siloed from response processes and subject matter experts (SMEs).
