Customer service applications are reaching a crucial juncture as they have become overly mature and burdened with features that often go unused. The complexity in design leads to lengthy and expensive deployments, creating substantial technical debt within the customer service ecosystem, ultimately hampering both agility and innovation.
Furthermore, the integration of customer service applications with mid- and back-office systems is fraught with difficulties. These integrations are not only painful but fail to enhance the customer journey effectively. As organizations continue to evolve, they must reconsider their customer service solutions to ensure they remain effective and adaptable to changing needs, rather than being bogged down by legacy complexities.
👉 Pročitaj original: Forrester
