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The Future of Customer Service Is Fast, Lean, and Agile
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The Future of Customer Service Is Fast, Lean, and Agile

James Sattler, Bodo von Hülsen, Payam Djavdan, Peter Hildebrandt, Edzard Wesselink and Jack Clarkson
Boston Consulting Group, 2022
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Editorial Rating

9

Qualities

  • Overview
  • Visionary
  • Inspiring

Recommendation

Your company can’t make the mistake of falling behind when it comes to automation – your competition is using artificial intelligence to reduce costs and expedite processes, so you have to, too. But you also can’t make the mistake of optimizing for speed and cost reduction at the expense of customer service. Automation can streamline customer service, but unique or uncommon customer requests will always require a human touch. In this report, the Boston Consulting Group describes how leading companies are getting great results by creating specialized, agile, largely autonomous customer service teams.

Take-Aways

  • Despite advances in automation, customer service still requires a human touch, particularly when it comes to unique requests.
  • Banks, energy companies, and telecommunications and media companies are embracing agile customer service.
  • To begin your agility journey, figure out your “why,” target problem areas, experiment, use culture as a lever, and apply innovations without interrupting customer service.

About the Authors

James Sattler, Bodo von Hülsen, Payam Djavdan, Peter Hildebrandt, Edzard Wesselink and Jack Clarkson are professionals with the Boston Consulting Group.

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