IT and business leaders have put tremendous effort into improving the customer experience and, more recently, the employee experience, using cloud-based tools and emerging technologies to gain insights into problems and improve collaboration.But what about the service experience?“Service has not followed a consumer-first model,” says Sajeel Hussain, CMO and Head of Strategic Alliances & Partnerships at CareAR. “It has been a reactive model with a focus on numbers: What is the mean time to resolution? How many tickets are open? How quickly can we send out a service truck?”This outdated model is more reactive than proactive. It doesn’t account for the time customers spend reading online instructions in a vain attempt to solve problems themselves, calling for help only after they’ve given up. Trying unsuccessfully to decipher frustrating technical instructions, then waiting hours or days for a technician to arrive is anything but a good service experience.To read this article in full, please click her
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