This my first original piece on the Digital Transformation of Business blog. I was spurred by an inquiry from the CDO of Ville de Montreal as he looks to shape the job description of the head of customer service. I assume this is also meaningful to other executives looking to enhance or transform their customer service department.
First I suggest reading a lot on the customer decision journey, as it evolves from the old "funnel" model to the "journey" model, an endless loop centered around the customer.
- McKinsey describes the Customer Decision Journey very eloquently in this 2009 article. http://bit.ly/Z1Ck1r
- An article in The Economist may provide an easier to read version (believe it or not!). http://bit.ly/Z1DjPh
- McKinsey then shows in 2014 how digital shapes the customer decision journey interactions with customers, an essential component being customer service. http://bit.ly/Z1CuG2
- Forrester has written extensively on the creation of customer journey maps which I believe are amazing ways to vizualize the new interactions in the digital age. http://bit.ly/Z1HTgi
- Forrester proposes the 6 Cs of customer centricity which may help guide your initial strategic thinking. http://adobe.ly/Z1IVZC
- a pinterest board provides an interesting view of different journey maps. http://bit.ly/Z1Iwq8
Then a number of firms have written specifically about the customer service in the digital age including:
- Deloitte which includes mobile first, omni channel, social networks, etc. http://bit.ly/Z1JliP
- McKinsey about What it takes to digitize customer care http://bit.ly/Z1JOl3
- Capgemini has a number of papers on digitization of customer experience, part of their wider and well researched digital transformation of businesses http://bit.ly/Z1K1oq
- Mashable provides simple web-based solutions to self-service customer care, which I assume every VP should understand and put in his master plan http://on.mash.to/Z1Kgj6
- Accenture has a customer survey that may shed some lights into the needs of customers regarding service they expect form organizations in the digital age http://bit.ly/Z1KqqT
That being said there are lots of other sources and I welcome in the comments any other references that may be useful.
https://timkush.com/product/buy-london-pound-cake-online/
https://timkush.com/product/buy-gary-payton-cookies-online/
https://timkush.com/product/buy-runtz-carts-online/
https://timkush.com/product/buy-alpine-vapor-vape-pens-online/
https://timkush.com/product/buy-cotton-candy-dank-vapes-full-gram-cartridge/
https://timkush.com/product/buy-la-confidential-dank-vapes-full-gram-cartridge/
https://timkush.com/product/dank-vapes/
https://timkush.com/product/buy-white-widow-online/
https://timkush.com/product/buy-muha-meds-carts-online/
https://timkush.com/product/master-kush/
https://timkush.com/product/gorilla-glue-4/
https://timkush.com/product/gods-gift/
https://timkush.com/product/buy-lemon-tree-online/
https://timkush.com/product/afghan-kush/
https://timkush.com/product/buy-uk-cheese-online/
https://timkush.com/product/buy-do-si-dos-online/
https://timkush.com/product/girl-scout-cookies/
https://timkush.com/product/buy-lucky-charms-online/
https://timkush.com/product/buy-big-smokey-farms-tins-online/
https://timkush.com/product/buy-sexxpot-online/
https://timkush.com/product/buy-raw-garden-live-resin-cartridge/
https://timkush.com/product/blue-cookies/
https://timkush.com/product/pineapple-express/
https://timkush.com/product/buy-moon-rocks-online/
https://timkush.com/product/blue-dream/
https://timkush.com/product/buy-jungle-boys-online/
https://timkush.com/product/buy-710-kingpen-carts/
https://timkush.com/product/ak-47/
https://timkush.com/product/purchase-alaskan-thunder-fuck/
https://timkush.com/product/buy-brass-knuckles-vape-cartridges-online/
https://timkush.com/product/bubba-kush/
https://timkush.com/product/buy-backwoods-cigars/
https://timkush.com/product/buy-barewoods-online/
https://timkush.com/product/buy-blackberry-kush/
https://timkush.com/product/buy-blueberry-online/
https://timkush.com/product/buy-bruce-banner-strain/
https://timkush.com/product/buy-chemdawg-online/
https://timkush.com/product/buy-bloom-vape-cartridge-online/
https://timkush.com/product/buy-brass-knuckles-carts/
https://timkush.com/product/buy-cali-carts-online/
https://timkush.com/product/buy-cereal-carts-online/
https://timkush.com/product/buy-chronic-carts-online/
https://timkush.com/product/buy-cobra-extracts-online/
https://timkush.com/product/buy-cookies-carts-online-2/
https://timkush.com/product/buy-exotic-carts/
https://timkush.com/product/buy-glo-extracts-online/
https://timkush.com/product/buy-khalifa-kush-online/
https://timkush.com/product/buy-biscotti-weed-online/
https://timkush.com/product/buy-smart-bud-online/
https://timkush.com/product/buy-space-monkey-meds-online/
https://timkush.com/product/fire-og/
https://timkush.com/product/og-kush/
https://timkush.com/product/skywalker/
https://timkush.com/product/sfv-og/
https://timkush.com/product/tahoe-og-kush/
https://timkush.com/product/paris-og/
https://timkush.com/product/buy-plug-and-play-cartridge/
https://timkush.com/product/buy-heavy-hitters-online/
https://timkush.com/product/supreme-vape/
https://timkush.com/product/buy-kurvana-cartridges-online/
https://timkush.com/product/buy-palmas-cartridge-online/
https://timkush.com/product/soul-remedy-extract/
https://timkush.com/product/buy-cali-gold-extracts-online/
https://timkush.com/product/buy-mario-carts-online/
https://timkush.com/product/buy-kingpen-cartridge-online/
https://timkush.com/product/buy-litxtracts-cartridges-online/
https://timkush.com/product/buy-tko-carts-online/
https://timkush.com/product/buy-razzle-dazzle-clear-carts-online/
https://timkush.com/product/buy-west-coast-cure-carts-online/
https://timkush.com/product/buy-blueberry-muffin-dank-vapes-online/
https://timkush.com/product/durban-poison/
https://timkush.com/product/gorilla-glue/
https://timkush.com/product/sour-diesel/
https://timkush.com/product/buy-ghost-train-haze/
https://timkush.com/product/purple-kush/
https://timkush.com/product/gelato-41-2/
https://timkush.com/product/buy-gushers-online/
https://timkush.com/product/buy-haze-buy-haze-online/
https://timkush.com/product/buy-g-13-online/
https://timkush.com/product/tangie/
https://timkush.com/product/buy-trainwreck-buy-trainwreck-strain/
https://timkush.com/product/buy-magic-pipe-vape/
https://timkush.com/product/cbd-living-vape/
https://timkush.com/product/buy-runtz-online/
https://timkush.com/product/buy-hindu-kush/
https://timkush.com/product/buy-northern-lights/
https://timkush.com/product-category/flowers/flowers-indica/page/2/
https://timkush.com/product/buy-super-silver-haze/
https://timkush.com/product/buy-dankwoods-online/
https://timkush.com/product/buy-gaswoods-online/
https://timkush.com/product/dr-zodiaks-moonrock- cartridge/