Delivering high-quality customer service has always been important, but the challenges companies face today have made it imperative. Customers want great personalized experiences, and strong customer operations is the best way to make that happen. In addition, many employees work from home, and their abilities to deliver excellent customer experiences are limited by the internal platforms they use to get things done, which too often start and end with customer relationship man - agement (CRM). That’s why focusing on customer operations using connected, digital workflows is vital to all parts of the organization.
